I posted here a couple of days ago about an issue w/ my elderly father's service -- I've discovered it's going down between 2PM and 5PM every day, and I suspect it has to do with the sun/heat on some outdoor equipment or wiring.
The phone tech I got tonight was not only useless, but telling me lies/exaggerations
First lie/exaggeration was that "we can see a history of any problems, and I'm not seeing anything wrong". I asked if the history shows anything wrong from 2PM to 5PM today and was told "it doesn't look like there were any issues". I re-phrased and asked "So your history shows the service was working today between 2PM and 5PM", then they admitted that this history doesn't show that it's working, it just shows if something was flagged as not working.
Second was when they insisted on walking through the usual troubleshooting -- I explained that problem only happens from 2PM to 5PM, and right now everything is working. I'm told "well, I can promise you that we will solve this issue tonight, we're going to reprovision your modem and I'm going to have you unplug the modem to reset it...", I asked what sort of an issue would manifest as an outage of all three services for 2-3 hours per day? "It could definitely be a provisioning issue"
Third is when they told me that an issue with the cable modem could prevent the cable box from working. I asked how the cable box could work if I didn't have internet service and was told "well your cable box would be setup differently if you didn't have internet service"
In the end they refused to make an appointment despite me having evidence of the problem occurring daily for the last 5 days. They said they will only schedule a visit if service is completely out, so I asked if that means I have to call during an outage and was told "yes, that's the only way we'll schedule a visit"... so now I'll have to sit at his house tomorrow at 3PM to call them while the service is out, walk through being told to unplug the f----ing cable modem and check that my wires are tight, and then hope that they can schedule a tech during the period of the day that the problem occurs.
Actually me being there during the outage might be useful -- maybe his condo has lawn sprinklers that run from 2-4PM and are soaking the buried RG11 causing it to get flaky?
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