Non broken internet

I mentioned before that we’ve had issues with our internet/cable since early September. Our provider is the large company that starts with C. I don’t feel like naming them here. Since we have independent data plans on our phones, we could still get online to try and get help. I actually tried calling first (after having to search for the number) only to be warned off about the wait list and a promise that if we tried the online chat, then we’d be given priority to talk to an actual person.

The online help was, as expected, no help at all. Basically, they tell you to tighten all the cables and then unplug the box and plug it back in. Theoretically, they could restart the box over the phone but, for some reason, they couldn’t connect to our cable box. Kind of like computer tech service – turn it off and then turn it back on again. Really high tech stuff. After multiple tries, the chat bot realized it was in over its head and sent me to a screen to schedule an actual person to come out and look at things.

There was, of course, a substantial lag in time before someone could come out. Fortunately, the internet started to work again leaving just the cable as the problem. As we got closer to the scheduled hour, I received a couple of text messages reminding me about the appointment but also giving me the option to cancel. Also got a couple of phone calls asking me to confirm the appointment and, as part of the confirmation, I was again given the option of cancelling. It was like they really didn’t want to send an actual human out to see what the problem was.

To give credit where it is due, the actual person was great. He showed up during the scheduled two hour window. And, as if sensing that a living human was there, the cable decided to pop back on when I turned on the set to show him the issue. Good thing for me that the online screen still showed that we weren’t connected so he realized I hadn’t just been making things up.

First inclination was to replace the cable box but then he checked the signal and realized we had a slightly bigger problem. So there was more detective work and the culprit was the cable running from the connection at the street to the house. He ran some new cable and life was good again.

When it became clear that the cable was the issue, I was concerned about having to dig the old one out but he just put the new down and left the old one in the ground. There is a different crew that needs to come out to bury the new one. Not sure if they just leave the old as is or try to remove it. We’ll see when they show up.

As he was leaving, he tells me that this happens a lot in the spring and fall when people do lawn work. He said if we get a reduced signal again, just call because there is no charge to replace the cable. And that probably explains why it is so difficult to get a physical person to come out. They lose money when they have to send someone out so the system is set up to discourage that.

The guy was great. The process for actually getting him out needs work. But, for now, all is right in the internet world.