What are cable companies so reluctant to send a technician to someone's home?

debodun

debodun

SF VIP
Location
way upstate in New York, USA
Considering what I am paying a month for their service. First they try to give instructions over the phone. When that fails, then they advise a customer to bring in the equipment and swap it out. The customer is still left trying to set up a new system. Just send a technician for CH****'s sake and don't charge me a "trip fee" - see first sentence!
 

debodun said:
Considering what I am paying a month for their service. First they try to give instructions over the phone. When that fails, then they advise a customer to bring in the equipment and swap it out. The customer is still left trying to set up a new system. Just send a technician for CH****'s sake and don't charge me a "trip fee" - see first sentence!
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To answer your question in the thread title, the answer is the same as why so many places have gone to self check out.

Why should they send a tech or hire more checkers when they can get you to do the work?
 

When the apartment complex started including basic cable in the rent, Spectrum sent a tech to set up the system at no charge.

I didn’t experience any problems with the system but I eventually disconnected it and went back to AirTV.

What changed with your existing system that requires a tech to come and adjust/repair it? 🤔
 
If you can't follow their instructions on the phone here.. and they're very good really, they will even ask for photos of the set up on live chat so they can see if anything is plugged in wrongly ..or anything obviously amiss... if after all that things aren't working as they should they will send someone out.... ...tbh they have to there's no alternative to ''swap'' it anywhere else... ..and we certainly don't get charged for their service to come and fix it...
 
Cable poor quality in the USA is usually low power transmission to the street flat ground box.
Most every town has people digging and running - drilling cable into the right of way along the street.
Needing new NG transmission hoses and pipes too. What to call the need for most all Lifes supplies fixed?

Yesterday we left at noon for the lake home, 7 hours later, after 7 pm we arrived, usually a 4 1/2 hour drive.
Every road, bridge, exit ramp is under construction. 18 - wheelers are ruining everything. Basically 20 miles
of detours, every route has a problem somewhere. Then the traffic backups due to closures/detours. There
were wrecks too, roads closed.
DOT's gotta figure it out? ..... is there a plan in effect to make everyone just stay home - Vacations!
 
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Thanks Debodun for posting a problem that reinforces my belief my wife & I are very lucky. We have T-Mobile as our internet provider. Modem free, internet for $50.00 a month. Netflix, Hulu & Apple TV basic service all included for that $50.00

Recently had a message show up on the modem saying there was a problem. Called the closest T-Mobile store. Their response was to bring the modem in to swap it out for a newer version. Disconnected the power feed & cat-6 cable to the router. !5 minutes later sitting in the T-Mobile store waiting while the tech set up the new modem. Brought it home, plugged it in worked as it should.
 
Knight said:
Thanks Debodun for posting a problem that reinforces my belief my wife & I are very lucky. We have T-Mobile as our internet provider. Modem free, internet for $50.00 a month. Netflix, Hulu & Apple TV basic service all included for that $50.00

Recently had a message show up on the modem saying there was a problem. Called the closest T-Mobile store. Their response was to bring the modem in to swap it out for a newer version. Disconnected the power feed & cat-6 cable to the router. !5 minutes later sitting in the T-Mobile store waiting while the tech set up the new modem. Brought it home, plugged it in worked as it should.
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I found that was the way to handle Cable. Take it all to the Store. Reason I have AT&T now, cost more but works well here.
Fiber Optics to the Neighborhood. 2 lines into the house for business offices.

It holds their cost down is the thought.
 
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Like post #7, I have T-Mobile. I had to switch out my original modem when it was 2 years old and that solved issues I was having. That was around 2 months ago. I took it to the store, they gave me a new one, I plugged it in, set up the new password, and was back in business.

Then last week, my WIFI went to a crawl. The problem this time was something at an AT&T tower (T-Mobile uses their towers) so when I called, I was told we have to wait for AT&T to finish repairs (nothing T-Mobile could do). It came back up after 11-12 hours and has been working fine. In either case, there wouldn't be anything they could do at my home, so no reason to come out.

If you have a wired system, and there's something wrong with the wires between the provider and your home, they may have to send someone to your home, since there is nothing to swap out other than your modem, or router. Back when I had wired internet, AT&T had to come out several times.
 
I don't see that problem at all. Usually they just send me the equipment I need and I install it. However they do come when needed and pretty promptly. I see them doing service around here quite often.
 
Fritz said:
It can be frustrating. If you have to take the equipment in to get it swapped out, perhaps ask them to write down the instructions for setting up the new equipment. Let them know that you need more help with it. Maybe they can help you more then. Good luck deb.
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Yes, I prefer they just send me new equipment. It's very easy to figure out these days.
 
When I moved 4 years ago, I brought my computer and phone modem and the DTA cable converter box with me. A technician had to come out then to start the service, at the new address but he wouldn't let me use the old equipment. The reason - they were tied into my old account. When I moved I automatically got a new account.

Now I have a router in addition to a modem (both new equipment) on which the internet and phone service are both carried. He also set up a traditional cable box, but then I couldn't get the Science Channel or TCM which I could get with the DTA receiver. I would have to go to a higher tier (i.e. more expensive) of service to get those. Since I would probably only view those channels 3 or 4 times a month, I didn't opt to go for them.

It escapes me why he wouldn't take the old modules and I had to return them to a Spectrum store myself. He said I would be billed for them until I returned them. They keep dropping channels and raising rates. My monthly bill has doubled since moving.
 
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debodun said:
When I moved 4 years ago, I brought my modem, DTA cable converter box with me and the phone modem. A technician had to come out then to start the service, at the new address but he wouldn't let me use the old equipment. The reason - they were tied into my old account. When I moved I automatically got a new account.

Now I have a router in addition to a modem (both new equipment) on which the internet and phone service are both carried. He also set up a traditional cable box, but then I couldn't get the Science Channel or TCM which I could get with the DTA receiver. I would have to go to a higher tier (i.e. more expensive) of service to get those. Since I would probably only view those channels 3 or 4 times a month, I didn't opt to go for them.

It escapes me why he wouldn't take the old modules and I had to return them to a Spectrum store myself. He said I would be billed for them until I returned them. They keep dropping channels and raising rates. My monthly bill has doubled since moving.
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That's why I just got internet service and I stream free tv.
 
About 10 years ago, my nephew applied and interviewed for a position as a Comcast/xFinity technician. The job description said "no experience necessary; we will train you." The guy who did the interview called Neph to tell him he didn't get the job. Neph says, "Sir, if you don't mind me asking and to help me in my job search, can you please tell me why I didn't get the job?" The guy says, "Sure, we didn't hire you because you were enthusiastic, acted like you wanted the job too much. That's not what we're looking for here at Comcast."

I said to Neph, "No way! That guy didn't say that!" He said "I swear, Auntie, he did!" So that may explain a lot.
 
officerripley said:
About 10 years ago, my nephew applied and interviewed for a position as a Comcast/xFinity technician. The job description said "no experience necessary; we will train you." The guy who did the interview called Neph to tell him he didn't get the job. Neph says, "Sir, if you don't mind me asking and to help me in my job search, can you please tell me why I didn't get the job?" The guy says, "Sure, we didn't hire you because you were enthusiastic, acted like you wanted the job too much. That's not what we're looking for here at Comcast."

I said to Neph, "No way! That guy didn't say that!" He said "I swear, Auntie, he did!" So that may explain a lot.
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I might offer no way will I give Comcast a chance to handle our personal business.
 
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