johnpate02's profile

Frequent Visitor

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7 Messages

Fri, Sep 25, 2020 12:00 PM

Internet consistently goes out after rain

Can anyone suggest who I can contact for help?  I can't seem to get any help other than frontline customer support.   The problem is that anytime we have more than light rain our service goes out until the line drys in a day or so.  When everything is dry,  internet service works great and speeds/signals are good.  No extra splitters and my side of the ground block is pristine RG6Q.    This had been several months now and I can't get anyone out to fix the issue.  I've gone around and around with Tier 1 techs and all they can do is help with resets.  I finally got someone to create a "monitoring ticket" and was promised a call back after a certain time period.  Naturally nobody ever called back and the problem persists.  

Responses

Frequent Visitor

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7 Messages

10 m ago

I've asked for a tech numerous times but I keep getting told that they're not doing physical visits in my area due to Covid.  I'm not sure where to go from here.

EG

Expert

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88.1K Messages

10 m ago

Call into customer support. Insist on a *boots on the ground* tech visit.

 

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.
Good luck with it !

 

 

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