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1. Introduction

Many people believe that if they have problems with their Cable Modem/TV service, that it is automatically the fault of their cable provider. This is not always true, as bad products, bad wiring, and even bad customers can cause problems as well.

This FAQ is designed to educate the reader about the most common culprits behind CATV problems. I have been unable to find a comprehensive FAQ regarding actual cabling and HSD issues.

This FAQ will is currently being DEVELOPED. It is nowhere near complete. I am adding onto it whenever I have time. If you have any suggestions or questions, please let me know and it will become a priority question for this FAQ.

Feedback received on this FAQ entry:
  • Thanks for taking the time to do this! Good Job!

    2012-01-25 01:33:23 (wpbdude See Profile)

  • Hello world

    2007-11-06 05:09:24 (andreig See Profile)



by Raydr See Profile
last modified: 2005-05-17 10:35:09

This FAQ is meant to be as non-technical as possible. You will find VERY FEW references to computers at all in this FAQ. If you are having a computer problem, look at the other FAQs on the site, or ask around in a forum.

This FAQ will NOT deal with the following:
Computer Problems
Networking (this includes routers)
Cat5/5e/6 Wiring
Hacking/Uncapping Bandwidth
etc.

by Raydr See Profile edited by ergibbs See Profile
last modified: 2003-04-16 14:13:50

Yes. You first need to determine what type of wiring scheme your house uses: Home Run, Loop, or a combination of both. You will then need to locate your Junction, and go from there.

You may need to adjust these techniques to your home, because I can't predict what you may run into. Apartments, Condos, Townhouses, etc are different stories, so you may not be able to use a lot of this information.

Almost everything that I put in bold has a definition in the "Terminology" section of this FAQ (at the very bottom).

Please submit any questions while LOGGED IN so that I may properly credit you for asking/answering the question.

If you find you have a unique situation, please feel free to let me know so that I may add it to the FAQ.

by Raydr See Profile edited by ergibbs See Profile
last modified: 2003-04-16 14:14:30

grcmptrnrd See Profile recently pointed out this site:

http://www.accessorywarehouse.com/install_supplies/supplies/index_supplies-p1.htm

If you come across any good sites, please let me know!

Feedback received on this FAQ entry:
  • I think this link will work better. http://accessorywarehouse.com/index.php

    2011-08-10 14:31:07

  • Please disregard my post of moments ago. It was for the wrong site and company. Regrets.

    2011-08-10 14:29:03

  • Still a bad link

    2011-03-17 23:13:11

  • Bad Link!

    2010-05-05 02:00:21



by Raydr See Profile edited by ergibbs See Profile
last modified: 2003-04-16 14:15:55

You'd be surprised how many times I've heard of a customer not understanding that you need a CABLE OUTLET to run a CABLE MODEM. You NEED a cable outlet wherever you want the cable modem, preferably a dedicated line. You CAN share a line with a TV, but it's best for the modem to have it's very own line.

You decide you want to get a cable modem. You call up the provider and get the pricing information. At that point, you need to decide if you want them to install the modem for you, or if you want to do it yourself.

If you decide that the provider is going to install it, you have to choose between a standard install or a full install. With a standard install, they will usually not touch the computer. They'll check signal levels, identify (and replace) any bad lines and hook up the cable modem. Note: If it is in the afternoon, you cannot expect the technician to do any rewiring as it is too hot to safely rewire your house. Attics reach 150 to 160 degrees in the afternoon. The computer part is up to YOU. Please do not ask a technician to do a full install if you're only paying for a standard install.

With a full install, they'll usually install a network card (if needed), configure your computer for the modem, make sure it's working properly, and give you a quick demonstration on how to access the internet.

Now, here are some important things you need to know:

The installers are not computer repair technicians: If your computer is not working properly when the installer arrives, don't expect it to work properly after he leaves, EVEN IF YOU PAID FOR A FULL INSTALL. If there are problems with your computer that will not allow the technician to install the cable modem, please do not blame the technician or even the provider. The tech will notify you that there is a problem with your computer and you will need to get it fixed before we will continue the install.

Also, please note that just because you never knew that there was a problem before you were notified, that doesn't mean it didn't exist. Computer problems are usually not noticed until you attempt to do a specific task, such as installing a cable modem. Just because your AOL or dial-up accounts work, that doesn't mean that your computer is capable or ready for high speed internet.

Technicians are not furniture movers: Please move all furniture at least a foot away from the cable outlets BEFORE the installer arrives. They are not allowed to move your furniture for you, and most technicians will refuse to. All too often, when a tech decides to be "nice" and move something, it breaks. Also, technicians are generally on a schedule, and waiting 15 minutes for your furniture to be moved could easily be used for educating you or rerunning a wire.

Please stay off the phone or temporarily suspend any distracting activities during the install process: Again, technicians are on a schedule. We understand that you get important phone calls and have things to do, but if you find the technician standing around waiting for you to hang up just so he/she can ask you a question, it's a big waste of time and quite annoying. Your time is valuable, and so is theirs. It's not easy to explain to the next customer that you were late because the last customer decided to take a shower and you had to wait to get the work order signed.

Do not follow the technician around unless he/she asks you to: Most people cannot do their jobs properly if there is someone breathing down their neck. That includes your cable technician.

Be courteous to the technician: If he comes out of your attic sweating all over the place, offer him/her some water!! This one action will go a VERY long way with most techs.

Understand that the technicians are there to make YOU, the customer happy, but it's much easier to please the customers if they are not making the technicians unhappy. Treat your cable technicians in a warm, friendly manner, and you'll notice a definite difference in the way the installation process is completed.

Feedback received on this FAQ entry:
  • As a HSI/Broadband Tech, I wish our company would print and post this for all the order writers to review with our customers. Excellent and spot on. Thanks

    2011-09-30 14:50:33

  • so what happens if you were to install it yourself??? i mean do they charge more if they where to come out and install it themselfs?? what can i do?? is there anything that i can do to make everyone stop talking about us stealing internet and cable??

    2011-03-14 16:56:25

  • I'm a computer "managed services and repair" business owner that wants to say "Thank You" for publishing this Information to customers and/or end users. *Do not follow the technician around unless he/she asks you to: Most people cannot do their jobs properly if there is someone breathing down their neck. That includes your cable technician. *The point above is going into our customer awareness journal ASAP! Regards, Brian Reaves

    2010-11-24 11:16:44 (brnreaves See Profile)

  • i agree with everything you have here with the exception of the 'do not follow technician around unless he/she asks you to'. the technician needs to understand the homeowner prospective as well: you have been contracted to perform work but you are still a stranger coming into their house. while no one should be standing over your shoulder, technicians should not be surprised if a homeowner doesn't feel comfortable with leaving you in a room on the other side of the house unsupervised... btw, whether it's hot or cold out i always hook up the techs bottled waters - funny you had that on here!

    2009-08-09 22:07:24

  • I tried treating the charter cable technician in a warm, friendly manner. He called me an "Asshole." I've been waiting 8 months and no service

    2009-06-13 04:22:46

  • This is very true. I'm a cable installer and all this is good way to get great service instead of good service.

    2008-10-07 00:48:10

  • Very good advice. Much of what is covered here goes for fios installs also. This should be sent to all who request service.

    2008-08-29 21:42:16

  • Right on!!! Cable Tech here!

    2007-10-18 15:48:34

  • Great article! I've installed cable for 3 years and recently moved into management . As a tech, I was always willing to go the extra mile for a customer that treated me like a person rather than an inconvenience. The schedule issue is huge, as many cable installers get paid by the job. Taking up a techs time with customer education is one thing, but by wasting his or her time on pointless things that you can do as soon as he leaves is literally costing him money.

    2007-09-22 23:35:25



by Raydr See Profile edited by fatness See Profile
last modified: 2007-06-12 23:34:50