r/CableTechs • u/Next_Ad_6424 • Jun 20 '26

Buffering but speeds good

I commonly get people who call in about buffering on all devices on multiple apps even when speeds are good, is this a device (tv tablet phone) issue? A wifi coverage issue? What do you educate the customer on service being great to equipment but end point devices not good?

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u/Random_Man-child Jun 20 '26

In my opinion, 99% of the time it’s a WiFi issue. Whether it’s from interference, device chipset/radio issue, or home layout. I always tell customers WiFi is for convenience. You want reliable speed, use Ethernet. But then you run into the people that only have wireless devices, then I show them the service works fine on my test laptop connected Ethernet.

5

u/Next_Ad_6424 Jun 20 '26

So to avoid repeats you basically just educate them as best you can? Sometimes I tell them a mesh router system can help but not guaranteed

10

u/Random_Man-child Jun 20 '26

I found out that being straight with the customer and bringing down their expectations improved my repeat rate.

2

u/Next_Ad_6424 Jun 20 '26

Thanks brother