CableVision, may I please get a house call?

Doctors used to make house calls and sick patients were always served well by them.

I suggest that the same practice would do just as successfully for customers suffering from poor Internet service.

For over one year we had been paying for 8 megs of high speed internet service but sometimes only receiving about 2 megs. What that meant was that we could not watch our Apple TV as it requires high speed service to deliver the Hobbit to our door. Within moments of watching the tale of middle earth the movie would just stop. Then start again. Then stop. 

This frustrating process went on until we just gave up and asked friends how the saga ended.

In the past I have had many CableVision personnel and technicians speak to me. One told me: “When a lot of people are using the Internet it seems to fall short of expectations.” Really? So what if my bill for yourIinternet service fell short of expectations and I only paid half of what was due you? 

It was clearly time to pull out the big guns.

So I called CableVision again and in the spirit of full disclosure announced to the company’s representative that I was going to now document my dilemma in the newspaper in the hope that this action would provide an incentive for success.   

The head of IT was immediately alerted. 

Not informed

He informed his representative who informed me that CableVision had in the last few months converted over to a new PPTP system that would solve all my problems. 

Who knew? 

I asked why I had not been informed or converted or helped in any way?  “It’s possible that you were an oversight,” he said.

Onto a Cable tech in IT who said all I had to do was get down to Logic and have my router reconfigured to the new PPTP high speed friendly service and then call CableVision to alert them to the change and then within seven minutes, presto! 

I could be watching the Hobbit again, uninterrupted from this day forward. 

So my husband went off to Logic  to drop the router off and returned as instructed two days later. We tried to make it work. It would not. 

More calls to both CableVision and Logic. Finally, a well-informed Logic technician acknowledged that in fact the work order had never even been completed on the router. We went home with exactly the same one we had dropped off.

Fixed

Finally, through anonymous contacts, I was introduced to a genius who works for Logic who made a personal visit on his own time to our house. 

Within an hour he had fixed the problem and we have been enjoying consistent high speed visual drama and internet service ever since.

Now the word has spread. Others are having similar problems and they all want my guy to help them. But there is a better solution.  I am not an expert in technology but I’ve got a real handle on common sense:

When all else fails, how about just making a house call?