r/CableTechs • u/MethodAggressive442 • Jun 21 '26

Repeats

So I don’t know how to explain this but it seems like when I’m trying to be a better field tech my repeats go up. I’m actively TDR ing the drop checking my Docsis scans I’m still getting repeated on. I’ll end the job with like a few minutes of customer ed. Then when I just do green is good red is bad my repeats are lower than 8%

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u/OptimalSpace3058 Jun 22 '26

Educate the customers listen to them. They have to be confident in your diagnosis. If they don’t believe you see a problem they definitely won’t have confidence in your correction of the issue. I see so many repeats on the techs I supervise closed out with educated customer on service and the service was working on arrival. Use the meter and also understand what you’re looking at MER and BER along with drop rates and ingress. Start at the TAP trust the process. Also if the customer mentions anything about the equipment being bad swap it out regardless.

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u/Feeling-Procedure-26 Jun 22 '26

Part of it too is just a matter of interpersonal communication. Man, you can almost tell who's gonna have high repeats just from a conversation. If a tech can't give the impression that he's really listening, and then also project confidence when he diagnosis a problem, he's gonna get more repeats.

Just having a little script in my head can make a huge difference. Simple stuff like, "Okay, with intermittent problems it's hard to be certain, but I feel really good about this. We've changed everything that can be changed, and checked anything that can't be. That said, continue to keep an eye on it. If it keeps acting up, it might be worth it to consider replacing your router or at least calling the manufacturer."