Re: Telco / Cable company alarm jack connection problems

[tourman <robercampbell@xxxxxxxxx>]

On Oct 4, 2:55=A0pm, 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 panel=
s
> > > are beeping because either the telephone company or the cable company
> > > went in and during either an installation or conversion, messed up th=
e
> > > 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 th=
e
> > > 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 th=
e
> > > cable company would respond any differently.This might seem like an
> > > obvious question, but I would like suggestions on how to approach thi=
s
> > > large and growing problem.
>
> > > Any SERIOUS suggestions ?
>
> > I explain to the customer what has likely happened, and suggest that th=
ey
> > call the telco/cableco back to repair what they have done. Sometimes th=
at
> > 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 c=
ome
> > ot and straighten things out. I do charge for the service call, and fai=
r 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 custome=
rs'
> > 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 le=
tter
> > 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 compa=
ny 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? =A0 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)