[Message Prev][Message Next][Thread Prev][Thread Next][Message Index][Thread Index]

Re: Telco / Cable company alarm jack connection problems





"tourman" <robercampbell@xxxxxxxxx> wrote in message
news:8ad13ee5-edb4-4f20-bf10-6624aa4b3bae@xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
On Oct 4, 2:55 pm, Jim <alarmi...@xxxxxxx> wrote:
> On Oct 4, 2:29 pm, "alarman" <nos...@xxxxxxxx> wrote:
>
>
>
> > tourman wrote:
> > > A significant number of my trouble calls are from clients who's panels
> > > are beeping because either the telephone company or the cable company
> > > went in and during either an installation or conversion, messed up the
> > > alarm system line connections. I'd like to know what other companies
> > > are doing to resolve this, or how you handle calls like this.
> > > The obvious way is to simply charge the client for a service call;
> > > however, that seems somewhat unfair since it was caused by an outside
> > > incompetent source. But when the client goes back and complains to the
> > > phone or cable company, it might catch their attention. I'd really
> > > like to get to the source of the problem and stop it (hell....five
> > > minutes training on proper alarm jack wiring would solve it....)
>
> > > I've also tried billing the phone company in the past, but that's an
> > > impossibility, since they don't even acknowledge the bill. I doubt the
> > > cable company would respond any differently.This might seem like an
> > > obvious question, but I would like suggestions on how to approach this
> > > large and growing problem.
>
> > > Any SERIOUS suggestions ?
>
> > I explain to the customer what has likely happened, and suggest that
> > they
> > call the telco/cableco back to repair what they have done. Sometimes
> > that
> > works. This is the best option to me, since the utility company has to
> > fix
> > it's own mistake. The other option I give the customer is that I will
> > come
> > ot and straighten things out. I do charge for the service call, and fair
> > or
> > not, I am providing a service, and repairing a mistake made by an
> > incompetent telco or cableco tech. It is outrageous to me that these
> > utilities keep sending incompetent people, and disconnecting my
> > customers'
> > alarm systems. Occasionally, the cable co. will agree to reimburse my
> > customer for my charges. I have not seen that from the telco, although
> > they
> > generate far fewer problems for me.
>
> > Also, I send out a newsletter with my quarterly billing. In the news
> > letter
> > I explain the pitfalls of VOiP and cable telephone service. I also let
> > my
> > customers know what to expect when calling their telephone provider for
> > service, and what can happen if they switch from a real telephone
> > company to
> > a cable phone provider.
>
> > --
> > js
>
> > Si Vis Pacem, Para Bellum-
>
> I was going to type this .......... but you beat me to it.
>
> This is exactly what I do, right down to the newsletter.
>
> I always put in the newsletter to call me with any questions about
> Cablevision or Verizon FIOS. Lot's of people have switched and some
> have switched back. Whatever. Land line has fewer problems than cable,
> in my experience.
>
> As far as charging for the service call, I charge too. It wasn't the
> cable company that made the client switch. They made the decision. Why
> shouldn't they pay to have me come out and fix the problem? Otherwise,
> they can call the cable company and insist that they correct their
> mistake. I tell the clients to test the system to central before the
> Cable company tech leaves and don't have him standing nearby when they
> are required to give their code word to central. If it doesn't work
> then, have him fix it. If the client doesn't do that then he bears the
> responsibility and ultimately it's the cable company that should do
> the repair at no charge. Me? I get paid for what I do and there's no
> objection from my clients.

>RHC: Well, I just got back from fixing the customer's phone
>connection. It took me about 5 seconds to see that the Telco idiot had
>plugged the RJ/ethernet incoming cable into the extension bank of
>cables, which feeds the extentions properly, and back feeds the alarm
>(so the TLM still sees dial tone voltage), but bypasses the Security
>Interface connection.
>
>Tell me, what the f*** is so difficult about plugging the incoming
>line into a bloody connection that says "INCOMING LINE".
>
>So the panel fails to send it's daily test signal in. Then when I send
>a manual test to the station, and call in to check it,  I get attitude
>from a new hire at the station who used to work for the telephone
>company, who says this problem is more often the fault of the
>alarmco's than the telco !!!!!!!!!!!!!!!!!!!!!!!!!!!!!...............
>(WTF)

I bet you didn't charge the customer for the service call did you?

Doug




alt.security.alarms Main Index | alt.security.alarms Thread Index | alt.security.alarms Home | Archives Home