burner50
Pinlifter
Premium,VIP
join:2002-06-05
EN22wm
 ·Mediacom
 ·FrontierNet Intern..
| reply to Turbocpe
Re: [Cable TV] Des Moines - Headend issues & Mediacom's Response
said by Turbocpe  :wouldn't any tech with basic knowledge know that the issues I described above ( picture freezing, digital artifacts, video/audio sync issues, locals going off air (KDSM,KDMI,KCWI) ) on an analog-only package (such as myself) are not going to be anything within the customer's side? hence mediacom's biggest problem... call center techs don't know how to do anything but schedule a service call for the most inconvenient time available when techs probably are not working anyway...
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Turbocpe
Premium
join:2001-12-22
IA
3 edits | reply to Anonymous
Anonymous, wouldn't any tech with basic knowledge know that the issues I described above ( picture freezing, digital artifacts, video/audio sync issues, locals going off air (KDSM,KDMI,KCWI) ) on an analog-only package (such as myself) are not going to be anything within the customer's side? There is no digital equipment here. Signal levels would not cause any of those issues on my list.
That list is a cumulative list from the past several months. I'vee never seen so many issues on the TV side in all the years as a customer, as I have in the past several months. And I'm not watching TV any more than I was in the past.
As well, those issues largely occur during late night.
I would think if it actually gets to the stage of a schedule technician visit, the technician would cancel the ticket on the spot knowing not one of those issues would be anything remotely on the customer's side - analog only speaking.
I guess I view this largely the same as when Mediacom (and probably any other ISP) schedules technician visits (during the day) for reports that concern performance when the NOC probably knows very well that there has a utilization issue. I understand that it's probably standard practice, but it's a waste of Mediacom's and the customer's time. Especially in this case. As this is an analog only system that I subscribe to, not one of those issues listed can be resolved with a technician visit because not one of them is on the customer's side.
I guess I was expecting a little effort and time from the Customer Service side to check to see what types of reports are in about the Des Moines headend, and provide some "comfort". Instead, this approach is similar to denying the issues even exist.
These types of issues I listed has to be affecting a lot of customers in the Des Moines area. I'm guessing not many are reporting them, and because they are infrequent, and commutative, perhaps they're going under the radar. |
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Anonymous
Premium
join:2004-06-01
IA | reply to Turbocpe
They do that sometimes. I don't know if it's the lack of experience or just trying to cut down the time of call. If a tech gets out he will check your wiring and note what channels are having issues. |
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