| reply to jackripdsl
Re: 24 hr from when Huh
Outside wiring doesn't need to be done on an appointment basis.
Years ago when I called Verizon about my landline they never had to come to my house, just up on the pole. |
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| A couple years ago Verizon was trying to argue that the 24 hour shot clock should begin when the appointment is scheduled for.... |
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dynodbPremium,VIP
join:2004-04-21
Minneapolis, MN | reply to fifty nine
said by fifty nine:Huh Outside wiring doesn't need to be done on an appointment basis. Years ago when I called Verizon about my landline they never had to come to my house, just up on the pole. That's often the case, but they don't necessarily know whether they'll need access to the premise until they're already out on the repair.
ather than go out and troubleshoot only to find they need to get in your house when you're not there, they'll usually want to go out on the repair when they have access so they don't waste time and money on redundant dispatches. |
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 ropeguruPremium
join:2001-01-25
Mechanicsville, VA | said by dynodb:said by fifty nine:Huh Outside wiring doesn't need to be done on an appointment basis. Years ago when I called Verizon about my landline they never had to come to my house, just up on the pole. That's often the case, but they don't necessarily know whether they'll need access to the premise until they're already out on the repair. ather than go out and troubleshoot only to find they need to get in your house when you're not there, they'll usually want to go out on the repair when they have access so they don't waste time and money on redundant dispatches. Why would they need to get into the house? Especially if the customer does not have an inside wiring protection plan. Their responsibility ends at the NID which is OUTSIDE the house and they are the first to remind the customer of that when there is an issue. They can troubleshoot all the way up to the house without any type of appointment whatsoever. |
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dynodbPremium,VIP
join:2004-04-21
Minneapolis, MN | said by ropeguru:Why would they need to get into the house? Especially if the customer does not have an inside wiring protection plan. Their responsibility ends at the NID which is OUTSIDE the house and they are the first to remind the customer of that when there is an issue. They can troubleshoot all the way up to the house without any type of appointment whatsoever. The NID isn't always on the outside of the house. My house is old and what passes for a NID is in the basement.
There's also the question of what happens when a tech goes out, finds the trouble to be inside wiring, and leaves. If the customer isn't home they're often going to question whether the tech was there or actually did anything regardless of what a rep told them over the phone. That can lead to a demand for another dispatch. |
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ropeguruPremium
join:2001-01-25
Mechanicsville, VA
1 edit | said by dynodb:said by ropeguru:Why would they need to get into the house? Especially if the customer does not have an inside wiring protection plan. Their responsibility ends at the NID which is OUTSIDE the house and they are the first to remind the customer of that when there is an issue. They can troubleshoot all the way up to the house without any type of appointment whatsoever. The NID isn't always on the outside of the house. My house is old and what passes for a NID is in the basement. There's also the question of what happens when a tech goes out, finds the trouble to be inside wiring, and leaves. If the customer isn't home they're often going to question whether the tech was there or actually did anything regardless of what a rep told them over the phone. That can lead to a demand for another dispatch. Somehow I doubt all those pushed out appointments had their NID inside. My guess is that percentage is really low.
As to the issue of if the problem is inside.. That is why they have those service tags they leave on your door stating they were out to fix your problem and found the issue to be with the inside wiring or whatever the problem was. Then if you do not have a protection plan you can decide if you want to pay them to fix the issue.
They have done the service tag thing for years and only recently seemed to have stopped. Why is it that it worked well for so long but all of a sudden now it is an issue. Oh, that's right, they want all the money in their CEO's pockets instead of taking care of their infrastructure. |
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1 edit | reply to ropeguru
said by ropeguru:said by dynodb:said by fifty nine:Huh Outside wiring doesn't need to be done on an appointment basis. Years ago when I called Verizon about my landline they never had to come to my house, just up on the pole. That's often the case, but they don't necessarily know whether they'll need access to the premise until they're already out on the repair. ather than go out and troubleshoot only to find they need to get in your house when you're not there, they'll usually want to go out on the repair when they have access so they don't waste time and money on redundant dispatches. Why would they need to get into the house? Especially if the customer does not have an inside wiring protection plan. Their responsibility ends at the NID which is OUTSIDE the house and they are the first to remind the customer of that when there is an issue. They can troubleshoot all the way up to the house without any type of appointment whatsoever. A lot of times, phone issues are caused by inside wiring. I'm not saying all, not even most but a lot are. People think that the phone company is responsible for the inside wiring when in reality the customer is.
It also costs money for the tech to go out there. The company pays his hourly salary, the gas for him to get there in addition to whatever supplies the tech might need. Sometimes things also get lost in translation so the tech's trouble report may not accurately describe the issue. People describe things in terms they are understand. Everyone can complain about how things should be, but field techs have to deal with the job how it is and not how they wish it was. |
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Romney2012Defeat Obama 2012-Chg we can believe inPremium
join:2002-03-03
USA
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1 edit | reply to ropeguru
said by ropeguru:Why would they need to get into the house? Especially if the customer does not have an inside wiring protection plan. Their responsibility ends at the NID which is OUTSIDE the house and they are the first to remind the customer of that when there is an issue. They can troubleshoot all the way up to the house without any type of appointment whatsoever. And almost all the testing can be done centrally from a computer to test up to the NID. In fact, if you use the internet, you can initiate that computerized testing yourself from Verizon's web site.
I used that feature last year. But it still took them 2 days to get someone to fix the local cross connect box, even after the system identified the problem source.
Problem was a worker had been in there earlier and pulled several connections just loose enough to cause noise.
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| Problem was a worker had been in there earlier and pulled several connections just loose enough to cause noise. Dealing with Verizon in NYC in coordinating frame relay installs for a law firm, I can't tell you how many times a call to fix something resulting in something getting "jiggled" so that we needed a dozen follow up calls... |
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ropeguruPremium
join:2001-01-25
Mechanicsville, VA | reply to Romney2012
said by Romney2012:said by ropeguru:Why would they need to get into the house? Especially if the customer does not have an inside wiring protection plan. Their responsibility ends at the NID which is OUTSIDE the house and they are the first to remind the customer of that when there is an issue. They can troubleshoot all the way up to the house without any type of appointment whatsoever. And almost all the testing can be done centrally from a computer to test up to the NID. In fact, if you use the internet, you can initiate that computerized testing yourself from Verizon's web site. I used that feature last year. But it still took them 2 days to get someone to fix the local POP connection, even after the system identified the problem source. Problem was a worker had been in there earlier and pulled several connections just loose enough to cause noise. I completely agree with you. In all the service issues I have had over the years with various phone companies I have always determined first if it was my issue or on their side of the NID before calling. Anytime they scheduled a service call I did not need to be home and the field tech would leave a service call tag on my door with his info, date, time, and what was found. Whether he was able to fix or if it had to be turned over to a different group.
So why is it now a big issue of someone not being home in order to check their line? |
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ropeguruPremium
join:2001-01-25
Mechanicsville, VA | reply to Karl Bode
said by Karl Bode:Problem was a worker had been in there earlier and pulled several connections just loose enough to cause noise. Dealing with Verizon in NYC in coordinating frame relay installs for a law firm, I can't tell you how many times a call to fix something resulting in something getting "jiggled" so that we needed a dozen follow up calls... But in today's response by Veriaon, that would be attributed to the customer not being home for the service call. Even though it was on outside issue. |
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Romney2012Defeat Obama 2012-Chg we can believe inPremium
join:2002-03-03
USA
kudos:4 | reply to ropeguru
said by ropeguru: In all the service issues I have had over the years with various phone companies I have always determined first if it was my issue or on their side of the NID before calling. I still have a telephone test set(from years & years ago) I use to hook at the NID to make sure the problem isn't house wiring before I call. |
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 DavidNow accepting new patientsPremium,VIP
join:2002-05-30
Granite City, IL
kudos:70
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| reply to ropeguru
said by ropeguru:[Somehow I doubt all those pushed out appointments had their NID inside. My guess is that percentage is really low. Actually, it's higher than you think! I constantly run into the problem of the NID is in the house/garage/basement/etc. I have ran into it quite a bit in all of AT&T's legacy areas.
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WhatNowPremium
join:2009-05-06
Charlotte, NC | reply to Romney2012
It is getting better but many phone customer can not check anything about their phone service but do no call the power company when a light burns out in the table lamp. Except for customers that had their service put in more then 20 years ago which may be true in older city areas the NID has a place to separate the inside from outside or the regulated from the unregulated. The biggest problem is areas where everybody has a fence and the drop connection is also back property.
From friends I can tell you the phone companies are cutting back on their repair forces and do not give the techs time or support to fix problems in the cable. In most cases they will let the cable get worse until they don't have any other options. They spend a fortune doing work arounds over several years as the section of bad cable continues to fail instead of repairing the damage. Repairs were made as soon as possible on paper insulated pairs but the phone companies have gotten spoiled with PIC pairs because they can ignore small problems in a cable until they no other option. If the PUC let them get away with bad repair times the plant just get worse.
If the phone companies would keep the plant in good repair they would save money. |
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nonymousPremium
join:2003-09-08
Glendale, AZ Reviews:
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| reply to David
said by David:said by ropeguru:[Somehow I doubt all those pushed out appointments had their NID inside. My guess is that percentage is really low. Actually, it's higher than you think! I constantly run into the problem of the NID is in the house/garage/basement/etc. I have ran into it quite a bit in all of AT&T's legacy areas. Or in a backyard with unknown dogs so does a tech want to rish getting eaten? |
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