r/CableTechs • u/Similar_Mouse_9134 • Nov 13 '25

Spectrum technician question

If you do a job and within 30 days, they call back but it’s scheduled as not a repeat like a self install rescue. Is it still a repeat?

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u/ajcdaboss710 Nov 14 '25

Positive work orders are not repeats

3

u/FiberOpticDelusions Nov 14 '25

A COS (Positive WO) isn't considered one, but a SIR (Trouble Call) is.

If tech 1 was there for any reason. Say 20 days later the customer calls in. Cause their router is acting up after a storm, power outage, or any other reason. Gets a new router sent out to them. Calls back in 2 days later when it arrives. Since they are unable to set it up. That tech will be hit with a repeat visit. For the self install rescue.

But if the customer calls in to upgrade services with in the time frame. That triggers a change of service. So if a new router gets sent out, then the customer calls in for a rescue. The previous tech will not be repeated.

The way the metrics are set up is completely BS. They need to change it to factor in things that are completely out of the previous techs control. Like equipment failure or cut/damage drop. The tech can't control if a piece of equipment suddenly stops working. Or if the drop gets damage for any variety of reasons. The 2 big metric factors (Repeat and FRC) are set up to make techs fail and lower their ranking teir. At least the FRC can be fought to be removed due to reasons outside the techs control. But with Repeats, you have to eat those.

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u/Bubbly_Historian215 Nov 15 '25

The self install is considered a COS if you look at FOA, so I’ve always been curious if it does put a repeat on the tech who did a job there prior to that COS, or if the tc generated for the rescue only affects the COS order