Valued Participant

What is left to suggest/demand?

My building got a complete rewire on Monday after 2 years of terrible service since I moved to my apartment. I was told that would solve the problem for sure since the wiring was old and there was lots of interference coming from all the other apartments except mine, which had new wiring. Ironically, in the 2 weeks before the rewire, I had my my reliable cable in the entire 2 years.

On Tuesday, just one day after the rewire, I had one channel that had the audio cutting out every few seconds. It was a sports channel, so I wasn't sure if it was an issue with the channel or my cable. (Even though it was a replay of a game from the night before, so it wasn't like it was a live signal.)

And now in the last 6 hours...the first time since the rewire that I have been watching TV at the normally bad times, my problems have been far WORSE than ever before. One channel was out entirely. Just a series of colors accompanied by LOUD robotic static. This lasted for at least half an hour.  Then, on a same sports channel as Tuesday, the audio cutting out problem began again, this time also accompnied by pixelation and occasional freezing of the video. Shortly after that, two more channels gave me the same issues. Audio cutting out, pixelation and freezing...all the same problems I had before. (And rarely did I have it on so many channels before.)

So...how do I get them to ACTUALLY seek out the problem? So far, only the on site tech people seem to be willing to acknowledge/admit that there is an issue at the street level, saying they have lots of service calls at other addresses on my block. Supervisors deny this, or say "We just serviced your node recently."

But I am REALLY pissed that I had to waste the entire day Monday (a beautiful day, weather-wise) during the re-wire while techs repeatedly tracked mud onto my carpets, then after telling me they were done, and knowing I had to leave said "Hang on, I need to go outside to get a signal on my cell to call the office and have them check the signals. I will be right back", only to have him NEVER come back, at least not in the half hour before I decided to leave.

They better figure this out. The ONLY thing keeping me from cutting the cord is the fact that streaming servies like Sling of Playstation Vue don't have local sports channels like MSG or SNY. so if those channels continue to be  terrible (especially with NHL playoffs starting) I will have no reason to remain a cable customer.

So how do I get them to actually listen to me (and their own techs) and check the street level issues?

1 REPLY
Trusted Helper

Re: What is left to suggest/demand?


lakawak wrote:

My building got a complete rewire on Monday after 2 years of terrible service since I moved to my apartment. I was told that would solve the problem for sure since the wiring was old and there was lots of interference coming from all the other apartments except mine, which had new wiring. Ironically, in the 2 weeks before the rewire, I had my my reliable cable in the entire 2 years.

On Tuesday, just one day after the rewire, I had one channel that had the audio cutting out every few seconds. It was a sports channel, so I wasn't sure if it was an issue with the channel or my cable. (Even though it was a replay of a game from the night before, so it wasn't like it was a live signal.)

And now in the last 6 hours...the first time since the rewire that I have been watching TV at the normally bad times, my problems have been far WORSE than ever before. One channel was out entirely. Just a series of colors accompanied by LOUD robotic static. This lasted for at least half an hour.  Then, on a same sports channel as Tuesday, the audio cutting out problem began again, this time also accompnied by pixelation and occasional freezing of the video. Shortly after that, two more channels gave me the same issues. Audio cutting out, pixelation and freezing...all the same problems I had before. (And rarely did I have it on so many channels before.)

So...how do I get them to ACTUALLY seek out the problem? So far, only the on site tech people seem to be willing to acknowledge/admit that there is an issue at the street level, saying they have lots of service calls at other addresses on my block. Supervisors deny this, or say "We just serviced your node recently."

But I am REALLY pissed that I had to waste the entire day Monday (a beautiful day, weather-wise) during the re-wire while techs repeatedly tracked mud onto my carpets, then after telling me they were done, and knowing I had to leave said "Hang on, I need to go outside to get a signal on my cell to call the office and have them check the signals. I will be right back", only to have him NEVER come back, at least not in the half hour before I decided to leave.

They better figure this out. The ONLY thing keeping me from cutting the cord is the fact that streaming servies like Sling of Playstation Vue don't have local sports channels like MSG or SNY. so if those channels continue to be  terrible (especially with NHL playoffs starting) I will have no reason to remain a cable customer.

So how do I get them to actually listen to me (and their own techs) and check the street level issues?


 Hello,

Spectrum needs to look at your drop line, the wire tap coming into the house, and do a signal test.  The junction box on your street needs to be checked.  Have them put this in the work order.  I would contact the Spectrum Help Team staffed by the forum mods and give them your name, address, phone #, and account number and ask them to escalate your issue to the right department.

 

Than,  keep communicating via PM about your progress with this issue.  The mods are very willing to help.  What's nice is that you can stay in contact till this gets fixed.  If you call Customer Care, you may get bounced around to different departments and have to repeat the story each time.  Let us know what happens!

 

Satch