Client called because sonos wouldn't work. I arrive and find that while everything in use media closet is up disturbed, charter guy replaced the cable modem with a new model to accommodate the new 60mbps, but installed it in the loft at the client's desktop. WAPs, sonos, etc won't work at all. Only the one desktop in the house works. Go to closet, old modem still in place, still plugged in, still hooked up, just deactivated by charter tech.

Charter tech left me this mess to clean up
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Even though you had no idea what was going on, sounds like a highly successful visit from the cable company. Nothing got broken.

Yeah,

Cable guy didn't cut any wiring, remove connections he "knew" were wrong, you got away damn near scot-free...

To be fair here...the cable guy had to actually get cable working. Thats not really what cable technicians do so i cant fault him for the mess he left. At least he got cable working. Hes gotta be top tier with skills like that.

I think the customer is also half to blame as they let the cable tech install the new modem at the computer instead of replacing the old modem. Customers need to be held accountable when dealing with their providers or they can hire you to take that task on just like a personal assistant would take on tasks for someone.

Sounds like a great $250 service call to me... You should write Charter a thank you letter!

I wonder why the old modem couldn't handle the 60Mb/s. If it's a docsis 3.0, then it should've handle it. My modem has increase speed 3 or 4 times. By which package I've ordered and what not. Currently I'm receiving 100 to 105MB/s.

KOT

I don't really agree with this. While most of my customers are commercial, so it's a bit different, we stress stress stress that Sonos works on the network, that this, that that, work on the network, and we have set up the network, and if someone messes with the network without us on site, things will stop working and we will have to charge for the service call to make it work.

Since the Charter guy had something to do there, it would have been best for you to be there at that time. One pain about doing residential work is exactly this: you have to be on hand for a four-hour window or you risk losing control of the network.

And that's what it comes down to: since our devices now require network customization, WE ARE IN CHARGE of the network.


Only if you have told your client that WE ARE IN CHARGE of the network.

It looks maybe like an Arris Docsis 3.0, which should be 8x4 channel which definitely wouldn't have an issue with 60mbps. Wonder what they replaced it with.

I think Fins was showing the newly installed modem. As the old one wasn't not pictured, it was actually in a different location too.

Still, what kind of installer would install a modem at the location of a single computer. Instead of into the wifi router/network?

Fins, if the cable installer had actually installed the new modem into the network. Do you think you probably would not of received a call to go down to the client's house?

KOT

I have to ask. Why does everyone think it is the ISP is responsible for everything in a customers house to function as normal. You or someone installed all of this network gear and the ISP changed a key piece for service. Now we go back and get things the way we need them. I never expect the cable company to make sure my RTI systems, Crestron , streaming services , cameras and DVR. Service call, that's is the way it is.

Ah, you're probably right. He mentioned the old one was still hooked up and running, so I figured that might've been the result of him "attempting" to unhook it and then deciding not to. But for that mess to be the finished product of an install...

And, according to T-W tier 3 tech support, that Arris should be positioned vertically, not laying on its side. Trouble is, they like to fall over.

They aren't responsible for making everything work, but if it worked when they got there (other than maybe the new speed made the old gateway obsolete), it should work when they leave. This isn't a 'finished' installation- loose cables, non-functioning aspects/features and placing the new Arris where it makes other network hardware? Just typical of how they operate.

Please tell me that you are joking... I just can't imagine that any "tech" would say that a simple modem needs to be installed vertically. If it had wifi built in, then I can understand. But there are many wifi routers out there, Apple's Airport Extreme for example, are designed to be laid flat.

However, I have heard some other dumb ideas from other techs. So truthfully, I'm not surprised.

KOT