Contributor
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2 Messages
What?
On Monday the Tech came and installed everything at my house. The only problem was the "Main wire" he called it had something wrong. I got upgraded to 24Megs from 12 when i called to request a service move to our new house and the guy offered it. the Tech said after they fixed the main wire which was today he would come back and I guess finish whatever he needed to do. So today I get a text saying my issue was resolved and to call to make another appointment. I get on the phone with person to do this. I told him the Tech was suppose to come by today to do whatever he needs to do. He said maybe he will come but we need to make another appointment. He went on to say well the next Tech would be Jan 27... I laughed and said What? We already waited a week and a half. Quickly he changed and said it would be Jan 23. The Tech guy was just here yesterday and did the installation. Why did my moving service just get pushed back another week? I called again to ask some question. I asked the woman. Is there like a que that you go in when requesting a service? The woman didn't know what a que was. Its not like I need a complete installation that takes a couple of hours.
my thoughts
Former Employee
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21.5K Messages
7 years ago
Originally install returned to outside plant tech.... The job is not completed, the tech cannot return without having the ticket assigned to them to complete.
Scheduling is based upon limited number of slots available each day, time frames of 9-11, 11-1, 1-3 available 6 days a week. Regardless of actual time needed to complete, the full time is allocated.
Which gateway? What lights on gateway? Broadband 1 green? Broadband 2? Service?
New account number or old account number used?
Have you registered your account? lsreg.art.com creating email/password/security questions.
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MMason89
Contributor
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2 Messages
7 years ago
"Originally install returned to outside plant tech...." Not sure what you mean here. "The job is not completed, the tech cannot return without having the ticket assigned to them to complete." Oh he didn't finish. Alrighty. "Which gateway? What lights on gateway? Broadband 1 green? Broadband 2? Service?" If you're talking about the modem its a 5268AC. Both that you mention are blinking red. The only ones that are blinking green is Power, Wifi, and Ethernet if i have it plugged to my tower. "New account number or old account number used Have you registered your account? lsreg.art.com creating email/password/security questions." Its the same account I've been using since August of last year at the other house and yes its regisitered.
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my thoughts
Former Employee
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21.5K Messages
7 years ago
At time of installation, the tech has three options when experiencing connection issues due to outside residence line problems.....
1) Stay/Play: the tech remains on the job and waits for problems to be resolved in order to complete the install that day. This could be 7 hours or more on site, if outside tech (InR, CIM) fails to complete the job that day, the tech has to return the job to job pool.
2) Return To Self, same day: if early enough in the day (9-11 install), the tech can create the ticket and request the job be kept on them, the tech tries to get a repair job or small install in area and comes back that day if outside work is completed. Tech is normally returning between 2 pm - 5 pm if work was completed between 11-3. If work is not completed then the job is returned to the pool to be rescheduled and the tech receives (2) incompletes for that day, the return to self and the return to another day. Not good for the techs numbers, and the company is about numbers, Return to Self have to be completed that day, not the next day as leaves a ticket opened, incomplete for work load that was scheduled. Thus either complete that day or return for future unknown due date.
3) tech determines outside issue and returns job, outside tech completes the work for signal to residence, notifies dispatch the job can be re scheduled for installation. Now goes to next open date available that also works for customer.
Note: had (1) job customer only available for Saturday install, would not take time off from work...
Created the ticket, outside work completed... Next available Saturday date was 3 weeks away, customer could have been installed the next Wednesday but choose to wait. They simply payed another month of service to TWC.
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