Martin,
You're missing the point.
I acknowledge that it's a very slippery slope if agents start to just fill out mandatory forms will-nilly with whatever information they presume necessary.
Now, see my other statement here:
said by NytOwl:To be clear: I do agree that troubleshooting steps are needed and warranted for almost every kind of issue there is. ... Except this kind. I'm amazed it bears repeating: the cable feed is physically cut on the outside of the premises.
Please explain the logic where any type of troubleshooting steps with the modem and cabling/connections inside the residence should be required here. Do you expect the cable modem to be power-cycled and magically conjure a signal from the cut line? Really?
[...]
This kind of needless time-wasting bureaucracy makes me twitch to no end.
- Do you guys have a job to do? Yes.
- Are some aspects of it frustrating? Yes.
- Are there procedures that you "must" follow, no matter how insane they are and how much they go against plain common sense? Yes.
That third point is the problem.
While I agree about the need for procedure and the importance of following it, there
should also be an exception in place for something so obvious as this scenario, so as to not waste the customer's time.
I'm baffled by how defensive you're seemingly being about that.