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Originally Posted by lilpeewee
As a BY 1st line tech I understand your point but you also need to be aware
there are various other ways to "fix" a flashing cable/status light.
For example on a Surfboard modem you have four green lights which mean the same as the single cable/status light on the scientific atlanta modems.
And as each light has a specific meaning on the way to connectivity.
it is also worth noting that although some customers may have some tech knowledge we have a basic diagnostics routine we follow to ensure there are no other issues causing the problem. This includes checking for network issues and sending updates to and rebooting the modem.
We also have software which allows us to talk directly with the modem but only if the cable modem is online. If the issue needs it we will raise this to our 2nd line for a callback or book a tech. this is not intended as a rant but merely to show that there is more going on when we ask you a question than just checking your address  |
So if the cable modem isn't online that kinda makes it not required to run through the various processes.
If the cable modem is online but the PC behind it isn't there's another troubleshooting line.
Point was this guy's modem was not online but he was still forced through the troubleshooting sequence. If a reboot of the modem failed to fix should have been an immediate service call.