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Rant: Stop blaming the modem when it's your drop line
I keep seeing guys on here swap out a brand new modem at a customer's house, then leave, only to get a callback the next day. Nine times out of ten it's the old RG6 outside that's got water in it or a bad connector from a tree branch tugging on it. Last Tuesday I pulled a line in Cleveland that had a crack right at the weather boot, and the customer said two other techs already replaced the modem and the wall plate before me. I spent 20 minutes re-terminating the drop and testing with my meter, and that fixed it dead. Why are we skipping the outside plant check first? Has anyone else noticed this pattern getting worse lately?
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martinez.reese12d ago
Saw a post from a field supervisor about this exact thing last month, saying their repeat truck rolls dropped by half once they made outside plant checks mandatory before touching any modems. The funny part is most of those callbacks are easy money for us, but it burns the customer's trust and wastes everyone's time. Swapping electronics before checking the drop is just lazy troubleshooting, plain and simple.
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