Time Warner Cable Tech – AMA

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You folks like Reddit right? How about an AMA with a Time Warner Cable Technician, you’d like that right? It did not disappoint. Comcast won’t verify if he’s actually a technician, but he posted his ID badge and uniform, and that’s good enough for me. Truthfully, I can’t be mad at these service technicians, it’s not there fault the system is broken. They’ve got just as much right to be angry at the cable companies as anyone.

You can read the whole thread here, but here’s my recap:

Will this Reddit AMA will cost him his job?

‘I might be fired depending on who catches me. I might also get a bonus its so hard to tell with the way this company is currently structured.”

What about “broken” cable modems?

“Yea I hear this a lot. I would say in a given year I would say 5% of the modems I swapped were actually faulty. We do a lot of dog and pony show and just swap it anyway. The problem is almost always not equipment related. Modems either work or they don’t. There is so little in between. They are very simple devices. I have show customers using my own laptop everything working just fine, then switch back to their equipment and everything goes to shit. They still demand a new modem..Its insanity.”

Why is my internet so slow?

“Honestly, basic analog cable. It takes up sooo much bandwidth . 1 channel per frequency vs bonding multiple frequencies to deliver 8 channels for a downstream and 4 for an upstream . Once we go 100% digital tv.. Internet will get faster. Also congestion. If you live around a college it’s the worst . Grandma might use her 15 meg for email and browsing but young Johnny college kid sucks up the bandwidth in the area using netflix and torrenting and gaming. Yet they pay the same. IMHO what would fix this is capping dat”

“Don’t believe 50% of what the rep on the phone tells you. Just schedule the tech. Let him work. He’s done this before. The rep just answers phones. It’s almost NEVER the equipment causing the issue.”

“Yea customer service reps and techs are fighting a war that no one sees. We hate them, they hate us. They tell customers the problem is the equipment when it almost never is. We tell customers to just ignore what the guy on the phone says because chances are very good, he has never wired a house, hung a drop or fixed cable.”

Why does Comcast want to merge with Time Warner?

“We want the merger because the current group in charge is the worst in recent history. A lot of people getting fired due to impossible metrics. All the power has been given to customer service reps and stripped from the people who actually visit the houses and fix problems . It’s a mess and the company is being run like shit IMHO [in my humble opinion].”


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