Kudos to Raphael

garythorpy

Feedback:

We had intermittent internet access for weeks, and half-a-dozen phone conversations with Spectrum support personnel failed to resolve the problem. A new router and modem also didn't help, and the problem persisted. We were then fortunate to have Raphael, a Spectrum field technician, come to our Rancho Cucamonga home. He first tackled obvious sources of intermittent access, such as replacing old 'F' connectors, old splitters, and ensuring that all connections were clean and tight, and he confirmed the quality of digital signals with his fancy equipment. The problem persisted, and it was difficult to pin down since the internet access would work fine for a while and then fail completely; then it would come back on a little while later all by itself. He gave thoughtful consideration to the symptoms and finally he couldn't shake the feeling that the new modem was having problems. He installed a new one from his on-truck stock, and the problem disappeared permanently.

I'm a lifelong troubleshooter of electronic circuits and systems, from audio and video equipment and fighter aircraft (USAF) to computers. I recognize when someone has a gift for troubleshooting and a deep understanding of the technology involved.

Raphael is undoubtedly one of Spectrum's more competent field technicians, and I felt compelled to give him the credit he deserves. My sincere thanks to Raphael for being persistent and finally figuring out what was causing our intermittent internet access, especially given that one of the problems was due to a defective new modem.

Kudos to Raphael !

James_M

Thanks for the feedback! We are happy to hear that you had a great experience with Raphael and he was able to resolve your connectivity issues. We will be happy to pass along your kinds words.

Please let us know anytime you have an issue or question about your services.