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"Proactive Maintenance"

DIGITALPHUNC
DIGITALPHUNC Posts: 5 Spectator
in Community Support

Someone came to my door unannounced this morning around 10:30am stating they are from spectrum and need to come into my house to do proactive maintenance. I asked him what EXACTLY do he need to do. He repeated why he was here but did NOT answer my question on what exactly would he be doing in my home. He left something on my door. The number was redacted and there was a number to Proactive Maintenance in the back. I called the number that was redacted (covered up with a marker) I asked the customer service what was the name of the person who came to my house and she could not provide it…. I asked her exactly what was the issue with my line, she couldn't tell me. I asked her how long would they be in my home, they couldn't tell me…. I am a man, I dont open my door for anyone random person regardless if they have a van with a logo, or if they have a company shirt or seems legit…. I never scheduled anything, I have no text, no email and no prior appointment for any maintenance. I have no known issue with my internet, phone or cable. Now if Spectrum is throttling my account I would like to know that…. this is not adding up to me. The question is… how does this affect other customers or is this just affecting my account. Im hoping this is not a Ruse or some type of scam to get access to my equipment to change or alter my service. The other thread said they asked for a password, I would never give a stranger my password to my network…. if you need to update my model or router I can pick one up at the Spectrum office or you can simply deliver one to me…. if you need me to upgrade my cables just tell me which grade to use…. but to let someone come into my home for a NON ISSUE is insane… no one can tell me exactly what the issue is…. let me explain how dumb this is…. its called "Proactive Maintenance" correct… proactive means BEFORE an issue… so if there is NO issue there is NO need to "FIX" anything…. YOU are not the one who set up the equipment almost 9 years ago! so if there IS an issue…. the person who came could not articulate what the issue was… and the customer service person could not tell me what the issue was…. so I call bull shit…. if no one can tell me what the issue is….. how can you proactively fix a NON issue? what would be the conclusion of the visit? a new modem, a new router, new cables? you can simply give me those items WITHOUT coming into my home. So I smell a rat… until you can tell me EXACTLY what is the issue, what will the tech do to my house, how long will it take, will any equipment be removed and or added…. then no one is coming into my home…. If I dont know what they are going to do… how can I accommodate them or give them access to where they need to go? again, they didnt install the equipment so why would they need to come into my home to check/test or replace it…. you should be able to remotely run tests….. again my phone, cable and internet is running…. if its running bad your have failed to articulate a problem…. I smell a rat. this is not adding up. make it make sense like im NOT educated… pretend like im 5 years old and explain why are you trying to come into my private home? It feels like this might become an upsell where you try to make an issue that does not exist…

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  • Unknown
    Unknown
    Answer ✓
    This content has been removed.
  • James_M
    James_M Posts: 5,443 ✅ Verified Employee Moderator
    Answer ✓

    Hi & welcome !

    Thanks for taking the time share your experience, this is not how we want customers to feel after an interaction with any of our employees or contractors. I was able to check your account using your registration information, and I can confirm that a maintenance order was added, although additional details are not available. It does appear to be legitimate interaction, however your concerns that you spelled out are valid.

    Proactive maintenance is an initiative we started to identify potential future issues before they become a service impacting issue requiring a technician and possibly causing an interruption. This can vary from signal leakage to damaged lines and can sometimes be caused by old or faulty equipment. A technician would need access to the equipment to test it to see if it is working at optimal levels. Sometimes this is after outside work is done and sometimes it is part of the diagnostic steps.

    All that being said, we do hear your concerns about the lack of communication. I have forwarded your concerns about the lack of communication to our leadership teams. Looking at it from your perspective, I think your expectations are completely reasonable. At a minimum, official communication whether it be a text, email, call or letter along with the reasons needed should be a part of every visit.

    If you should require additional assistance with this or any other issues, please let us know.

  • Unknown
    Unknown
    Answer ✓
    This content has been removed.
  • Mo_S
    Mo_S Posts: 412 ✅ Verified Employee Moderator
    Answer ✓

    @DIGITALPHUNC

    Equipment alone is not likely the cause of the maintenance needed. If new equipment were required, that can be sent to you. Reviewing your equipment diagnostics, I can see an issue occurring with one of your receivers, the non-DVR. There have been many instances of it going offline or the connection timing out. We can see this in our monitoring, and while you may not have reported it as an issue, it's still logged as one requiring intervention and to avoid potential issues going forward. We have no way of determining the cause of the issue without access to evaluate and make any repairs needed.

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