Just read a report that says 30% of all service calls are for problems inside the customer's walls, not our lines
I was looking at some industry data from the NCTA website yesterday. They track service call reasons. I always figured most issues were signal problems or bad connections at the tap. But the report said nearly a third of dispatches are for internal wiring faults, rodent damage, or old customer-owned splitters behind drywall. We roll up, test the drop, and it's fine. The problem is somewhere between the wall plate and the modem, and we can't even get to it. Makes me wonder how much time we spend diagnosing issues we can't fix. Has anyone found a good way to explain this to customers without it sounding like we're passing the buck?