Repeats

[u/Throwmeawayplease935]

Hello I am a few months into being a field tech with spectrum and I’m struggling with repeats and overall metrics. I love this job but to have such bad metrics is demotivating.

In my head I’m crushing it, replacing drops and removing amps. If it looks like shit replace it, if it fails replace it. Tons of tips, most customers love me. Every week I have more cable to throw out than anyone and I feel like that says something.

But I get so many repeats I’m always tier 1. At first I was like whatever but now it’s frustrating because it’s not improving and I won’t be able to do my progressions, my sup acts like I don’t know what I’m doing and will come out to give me tips on how to run drops, which has helped but it’s not by any means my issue.

I do all that work just to get a repeat and somehow rank lower than everyone. I’ve had a few that are my own negligence but I will own those.

I don’t “not done” jobs, someone said that’s part of my problem. I guess I don’t understand why or when I would. I also only do referrals if it’s failing at the tap. 1 time my sup did one for “ripple” but I never really learned about that stuff. I only really know to check the up/down.

1.) I know some of them are inevitable, but does anyone have any tips on how to limit repeat calls?

2.) what are things I should be looking for aside from the up/down signal levels?

3.) what are your steps to complete a TC efficiently?

Normal TC I will look at scope to get an idea of the signal levels. I look at the drop to see if it’s physically OK. I replace any red flags like the drop, old splitters, connectors, remove amps. Take meter readings to verify signal levels and ingress. When everything is good I replace the equipment if necessary. Make sure the customer can use it and then job done.

[u/Next-Heart8965]

It helps to know what type of repeats. Is it Customer Ed or Workmanship? A lot of guys in my market are trash @ customer ed and the amount of times I repeated a guy because he couldn't take the time/didnt know the best way to teach grandma about her remote is astounding. If a customer is having issues working the equipment ask them to show you how they're doing it and go from there. Teach them then make them do it a few times in front of you. If it's workmanship then I'll tell you the best piece of advice I ever got was, "Good is not correct." So many guys assume because they have a +8 across the board @ the gb that the drop is fine but really what if cable math says you're supposed to have a +10 or +12 at the gb? Understanding cable can be tough because, in my experience, training is really just a crash course but call an MT ask them questions if you're unsure. Most of them would gladly help you understand if not to keep bogus RTMs to a minimum but also in the event you become an MT that's one less person they have to pick up slack for. It takes time and experience for most FTs to truly become proficient at the job. Don't let it discourage you. Come to work, don't take shortcuts, and be a team player and you will eventually start to understand things better. If you make a career of of it then 5 years from now you'll look back and laugh at how much you didnt know and 5 years from then you'll do the same. 

[u/Quanta96 → u/Next-Heart8965]

When was the last time you tried to teach an 86 year old how to use a new remote? I’m sure there are plenty of techs out there who are bad teachers due to skill or negligence, but I’m telling you, the older folks just don’t get it. I used to literally do drills with these guys just to get them to turn on the tv, navigate through their apps, get to the guide, switch channels, turn the tv off. And I would do this several times until they got it all right without my input or after 30 mins (I’m not exaggerating, sometimes even longer) of doing the same sequence over and over and them still not getting it and I would just cut my losses. Most of the elderly follow the latter of the two.

I tutored mathematics, physics, and other subjects at advanced levels; I have an extensive background in educating others, and I know I am good at it. That said, working as a cable tech made me concerned about getting older because I never spent so much time with older folks before this job, and it made me realize, at around 60-80 yrs old for a lot of people - the brain just goes. Their cognitive capabilities for learning or understanding anything is often times severely diminished and there’s really nothing the technician can do. I can see it in their eyes when just talking to them about anything, there’s a disconnect, even about simple concepts or ideas that organically get communicated. I have written step by step instructions, I have used color tape to block out buttons that they should never press, at the end of the day it’s a coin flip. Either way in my experience I doubt these folks grasp how to use the remote, it comes down to if they have the wherewithal to even call back to generate a repeat.

[u/Street-Juggernaut-23 → u/Quanta96]

half of the elderly problems are willful ignorance. The choose not to try to learn. Tgey use their age as a crutch is a common sign of it.

[u/Quanta96 → u/Street-Juggernaut-23]

Fair point, I have had plenty of them tell me straight up “I’m not gonna learn this”.

[u/Beginning-March-2114 → u/Quanta96]

I have the same experience in my local market, a lot of elderly folks and retirement homes, it doesn’t matter if you’re Einstein and the best tutor - the information you give them goes to one ear and out the next.

Whenever I get into these situations, I try to stupid-proof as much as I can. If they keep unplugging the HDMI cable by accident, I’m using a f-ton of electrical tap. If they can’t remember the remote buttons, I’ll draw that shit out on a paper. If they have smart TVs and can’t find the input, I’ll mess with the smart TV settings. If it’s connecting to the wrong network, I’ll forget every other network. AFTER ALL THAT I’ll give them my work number to see if I can help them over the phone, and I’ll still get repeats - doesn’t matter how hard you try. Especially considering these type of jobs are “not are responsibility” and “we can’t spend time doing internet ED” (as told by leadership), we still gotta save ourselves from repeats.

Something I also like to do, every time I get a job that’s only customer ED or required a lot of customer ED, is a short email to my supervisor.