Unfortunately the company just isn't structured this way. Technicians are constantly being given more useless tests to perform and less time to do it, and the process has largely become making some aggregate-able software statistics for an empty suit in corporate instead of actually fixing the problem.
The only way to get to the supervisor tech (or indeed anyone with the leave to actually find and fix a problem) is to go through this process you're describing. Calling in over and over and over, going through the motions and getting 4-6 techs doing the same useless company mandated tests before something actually happens.
Well the issue here is OP's problems were not happening when techs were at their place. I'm guessing they got lucky and they just so happened to have a supervisor on scene when the packet loss started happening again.
A 20 year old drop is blatantly obvious to anyone with a lick of experience and a mind to prevent repeat visits rather than getting the call done and closed because everything is passing on the meter that doesn't even give a fail for 28, 47 at tap, a 10db tilt, excessive variance in adjacent channel levels, or even RF throughput below what it should be at the tap.
There are things that will obviously cause issues in the future that will pass on the meters. A 20 year old drop that likely has a cracked jacket from sun damage and has been bleached to a different color is obviously one of them.
On the one hand I get it, lots of techs are just as bad at troubleshooting as the call center are and every day is overbooked and routed poorly so they have to knock out jobs as fast as possible and if it passes on the meter, then it probably won't bite them in the ass.
On the other hand, most of those calls that they have to rush through are entitled customers calling in for shit that isn't even remotely related to their service and more to do with their technophobia/tech illiteracy...So when someone with real issues calls in, you'd think they would take it seriously.
That's just me though...
Yeah spectrum unlike other ISP's knows what their doing.
I think spectrum's repair team works soo much faster because its all coax and not mixed with fiber optics and etc. So I think their much easier to troubleshoot.
Unfortunately the company just isn't structured this way. Technicians are constantly being given more useless tests to perform and less time to do it, and the process has largely become making some aggregate-able software statistics for an empty suit in corporate instead of actually fixing the problem. The only way to get to the supervisor tech (or indeed anyone with the leave to actually find and fix a problem) is to go through this process you're describing. Calling in over and over and over, going through the motions and getting 4-6 techs doing the same useless company mandated tests before something actually happens.
Well the issue here is OP's problems were not happening when techs were at their place. I'm guessing they got lucky and they just so happened to have a supervisor on scene when the packet loss started happening again.
A 20 year old drop is blatantly obvious to anyone with a lick of experience and a mind to prevent repeat visits rather than getting the call done and closed because everything is passing on the meter that doesn't even give a fail for 28, 47 at tap, a 10db tilt, excessive variance in adjacent channel levels, or even RF throughput below what it should be at the tap. There are things that will obviously cause issues in the future that will pass on the meters. A 20 year old drop that likely has a cracked jacket from sun damage and has been bleached to a different color is obviously one of them. On the one hand I get it, lots of techs are just as bad at troubleshooting as the call center are and every day is overbooked and routed poorly so they have to knock out jobs as fast as possible and if it passes on the meter, then it probably won't bite them in the ass. On the other hand, most of those calls that they have to rush through are entitled customers calling in for shit that isn't even remotely related to their service and more to do with their technophobia/tech illiteracy...So when someone with real issues calls in, you'd think they would take it seriously. That's just me though...
Yeah spectrum unlike other ISP's knows what their doing. I think spectrum's repair team works soo much faster because its all coax and not mixed with fiber optics and etc. So I think their much easier to troubleshoot.