Your Universal Remote Control Center
RemoteCentral.com
Custom Installers' Lounge Forum - View Post
Previous section Next section Previous page Next page Up level
Up level
The following page was printed from RemoteCentral.com:

Login:
Pass:
 
 

Page 1 of 2
Topic:
The scariest ten words in the English language
This thread has 15 replies. Displaying all posts.
Post 1 made on Thursday October 7, 2021 at 01:33
buzz
Super Member
Joined:
Posts:
May 2003
4,366
"I'm from Comcast and I'm here to upgrade your internet."

This was the late night message from my business partner. Comcast visited one of our customers and likely replaced the Gateway.

The last time I responded to such a call, the Comcast installer had simply disconnected the coax feed from the original Gateway and installed a new gateway in a different location. Because everything is wireless now, the new Gateway does not need a LAN connection, right? (This is a Ubiquiti mesh installation with a private router) Since the user's iPhone could access the Internet and all of the cable boxes worked, the installer declared success and left. It would have been much simpler to swap Gateways, bridge the new Gateway, and reboot the customer's router, but I suppose that this concept is too difficult for installers to grasp. No one bothered to test the customer's wired Sonos system.
Post 2 made on Thursday October 7, 2021 at 07:59
goldenzrule
Loyal Member
Joined:
Posts:
July 2007
8,470
You act like this isn't a daily occurrence with cable techs. Of I had a dollar for everytime this happened, I'd be retired with my car collection to keep me busy. Cable techs care ONLY about their direct services and nothing else. It's what they are told to check and nothing more.
Post 3 made on Thursday October 7, 2021 at 08:37
highfigh
Loyal Member
Joined:
Posts:
September 2004
8,311
I installed three EERO Pro in a house a few years ago and that Winter, I noticed the network was offline. When I spoke with the homeowner, he said they were removed and replaced by Orbi or something that didn't work very well, on the advice of the Time Warner cable guy. They were far worse and there was absolutely no problem with the EERO, the problem was in the cable from the curb to the house.
My mechanic told me, "I couldn't repair your brakes, so I made your horn louder."
Post 4 made on Thursday October 7, 2021 at 09:47
Duct Tape
Loyal Member
Joined:
Posts:
November 2008
5,295
aww, he thinks cable techs give a shit.  that's adorbs.
[Link: facebook.com]
Post 5 made on Thursday October 7, 2021 at 18:11
goldenzrule
Loyal Member
Joined:
Posts:
July 2007
8,470
On October 7, 2021 at 08:37, highfigh said...
I installed three EERO Pro in a house a few years ago and that Winter, I noticed the network was offline. When I spoke with the homeowner, he said they were removed and replaced by Orbi or something that didn't work very well, on the advice of the Time Warner cable guy. They were far worse and there was absolutely no problem with the EERO, the problem was in the cable from the curb to the house.

I had a cable tech tell a client in front of me that he loves his double NAT, his kids can game on their network and he can do what he wants on his.
OP | Post 6 made on Thursday October 7, 2021 at 20:28
buzz
Super Member
Joined:
Posts:
May 2003
4,366
Bridge, reboot, done. Easy service call.
Post 7 made on Friday October 8, 2021 at 10:18
SWOInstaller
Select Member
Joined:
Posts:
October 2010
1,589
You can't really blame the cable techs as it is the home owner that has initiated this issue. Cable companies don't just replace cable boxes on the whim.

Yes the cable company is contacted to fix the internet/upgrade speed, but from all the techs I have talked to they aren't able to touch anything beyond their devices. Yes they should look at the settings of the old unit before installing the new but as long as the new one works and is providing internet at the speeds close to what the customer is paying for than that is all they care.

The better calls are when the customer changes providers and doesn't think about their house system with nothing working and it's a Friday night and they are having a party Saturday and need the system working.
You can't fix stupid
Post 8 made on Friday October 8, 2021 at 17:17
Ernie Gilman
Yes, That Ernie!
Joined:
Posts:
December 2001
30,104
On October 8, 2021 at 10:18, SWOInstaller said...
You can't really blame the cable techs as it is the home owner that has initiated this issue. Cable companies don't just replace cable boxes on the whim.

I was at a client's house installing a TV to replace hers that had gone dim, when she told me that Spectrum was coming by a bit later.

What?

Seems she was tired of paying the amount of money it takes to have AT&T (with DirecTV), so she's ordered a switchover to Spectrum.

From the main feed to the modem having to change from CAT5 to RG-6, to the 12 foot data cable left dangling in the doggies' doggie door pathway, to not pairing the printer and not saying it wasn't his responsibility, it was a several thousand dollar exercise in the ancient construction company policy of "Shoot, Aim, Ready!"
A good answer is easier with a clear question giving the make and model of everything.
"The biggest problem in communication is the illusion that it has taken place." -- G. “Bernie” Shaw
Post 9 made on Friday October 8, 2021 at 19:15
goldenzrule
Loyal Member
Joined:
Posts:
July 2007
8,470
On October 8, 2021 at 10:18, SWOInstaller said...
You can't really blame the cable techs as it is the home owner that has initiated this issue. Cable companies don't just replace cable boxes on the whim.

Yes the cable company is contacted to fix the internet/upgrade speed, but from all the techs I have talked to they aren't able to touch anything beyond their devices. Yes they should look at the settings of the old unit before installing the new but as long as the new one works and is providing internet at the speeds close to what the customer is paying for than that is all they care.

The better calls are when the customer changes providers and doesn't think about their house system with nothing working and it's a Friday night and they are having a party Saturday and need the system working.

The cable company here sends salespeople out door to door. They will try and push for upgrades of anything and everything. So sometimes it is the cable company.
Post 10 made on Wednesday October 13, 2021 at 09:58
Proggieus
Long Time Member
Joined:
Posts:
October 2005
434
years ago I had a customer call me up pissed off because the Comcast subcontractor told her that he had to completely redo the entire coax headend because the ends we used were not "Comcast certified". She was mad because she paid us to do the work that in her mind was now substandard.

I was about 10 minutes away on another job and told her "don't let him leave, I am on my way"

when I showed up the installer looked very guilty and was pretty evasive when I asked him to show me these "Comcast certified" ends he was required to use.

They were the exact same ends as what was on the cables, I demanded his supervisor's number and called him.

he apologized and told me that the subs get paid per end and he was just trying to increase his take home for the day.
OP | Post 11 made on Wednesday October 13, 2021 at 11:25
buzz
Super Member
Joined:
Posts:
May 2003
4,366
I've had them replace all the ends that they could reach and they know nothing about neatness. I'll often leave the cables dangling in pre-wire new installations. The cable installer can then have their way, leave things dangling, and I'll clean up later. This way I only need to terminate once. I've had installers tell me that they get docked if there is call back and the next installer claims "bad ends". I had not considered a per end bonus was in play.

On one installation a chain of three installers claimed "bad wiring" and left. Fortunately we were close by for the fourth installer and intercepted him on the way out the door. When we suggested, "check the feed in the sidewalk vault" he was very pained, but in the interest of good customer service, agreed to check. With his head buried in the vault we heard "give me five minutes" ... and we had service!
Post 12 made on Wednesday October 13, 2021 at 11:44
highfigh
Loyal Member
Joined:
Posts:
September 2004
8,311
On October 13, 2021 at 09:58, Proggieus said...
years ago I had a customer call me up pissed off because the Comcast subcontractor told her that he had to completely redo the entire coax headend because the ends we used were not "Comcast certified". She was mad because she paid us to do the work that in her mind was now substandard.

They were the exact same ends as what was on the cables, I demanded his supervisor's number and called him.

he apologized and told me that the subs get paid per end and he was just trying to increase his take home for the day.

I worked on a new house and part of our installation included two wall-mounted structured wiring enclosures; one for voice/data and another for coax. I arrived after receiving a message that Time Warner had been there and when I saw the enclosure, I went ballistic because he had removed the cables from the pass-through modules and installed a 1 in/8 out splitter that prevented the cover being reinstalled, so he left it off. I was able to call him and he said they aren't allowed to use F81 barrel connectors or the pass throughs installed by others because of the signal loss, so I got his supervisor's number and called- I had also found that the incoming cable hadn't been grounded at the demarc, so I mentioned that to the super. He said he had no problem with F81 or the other parts I had installed, as long as everything was terminated properly and of good quality- our F connectors were always Thomas & Betts, but I don't remember the brand(s) of the other parts.
My mechanic told me, "I couldn't repair your brakes, so I made your horn louder."
Post 13 made on Wednesday October 13, 2021 at 18:25
King of typos
Loyal Member
Joined:
Posts:
June 2002
5,275
I remember during my training days at Comcast. We came across a customer who had the exact same modem that I had, still have. Zoom 5341J. It was not working, probably wallwart died. Of course my trainer attempted to have them switch to a Comcast supplied modem. He did informed them that there will be a monthly rental fee. However, if anything happens to that. They just out and swap out for a new one. The customer looked at me and asked my opinion, because she heard me say “oh hey, I have the same modem.”

So I told her, buy a new one and give Comcast a call to update the system with the new modem. It’ll pay for itself in about a years worth of monthly fees. Annnd if you’re feeling adventurous. See if the new wallwart works with your current modem. If it does, then you shouldn’t even have to call to make the changes.

Of course I got a slap on the wrist from that interaction. But screw them, they already make millions a hour.

I quit before my training was up. One of the best moves of my career.

KOT
OP | Post 14 made on Wednesday October 13, 2021 at 20:03
buzz
Super Member
Joined:
Posts:
May 2003
4,366
As I remember, this was with Comcast's just released 4K box. Obviously I had no prior experience with this unit. Evidently, neither did the trainer.

Comcast trainer and a trainee were on site and struggling without results. We were close by and the customer called us. Shortly we had the two installers and my partner struggling without results. I, on the other hand was off in a corner, apparently amusing myself. I was actually reading the installation manual packed with the unit. The instructions clearly stated "install fiber washer here". I rummaged through the packing materials and there was the washer -- still in its pack. After installing the washer "here", everything worked.

This unit had a plug-in IR unit on a mini-phone plug. The shaft on the plug was too long or the jack was too short. The washer spaced the plug out of the unit enough to work around the issue.
Post 15 made on Thursday October 14, 2021 at 20:52
Trunk-Slammer -Supreme
Loyal Member
Joined:
Posts:
November 2003
7,454
Call to cancel cable service and all of a sudden they will go crazy with deals in a lame attempt to keep that money rolling in...


Back when it was TWC, a "tech" removed the jumper from an expansion module causing half of the clients TV's and phones to no longer work.

Client paid for a service call, and knew to never call TWC for anything ever again....
Page 1 of 2


Jump to


Protected Feature Before you can reply to a message...
You must first register for a Remote Central user account - it's fast and free! Or, if you already have an account, please login now.

Please read the following: Unsolicited commercial advertisements are absolutely not permitted on this forum. Other private buy & sell messages should be posted to our Marketplace. For information on how to advertise your service or product click here. Remote Central reserves the right to remove or modify any post that is deemed inappropriate.

Hosting Services by ipHouse