Source
r/Spectrum•
moonite

New customer with no service due to terminator lock at the NID, Spectrum wants 8+ days to send a tech

I'm a bit frustrated here, am trying to activate my new Spectrum Internet service (received self-install kit with modem) but there is no signal. We've never had cable service at this location, having moved in recently. There is a terminator lock at the NID so our house is not connected to anything at the moment.

I called Spectrum and they said it will take 8+ days to send out a tech so they can remove the terminator lock. It literally takes less than 30 seconds to remove the terminator lock but I have to wait over 8 days? Do they even want my business?

Is there a faster way to get this resolved?

Thanks for any help/feedback!

Posted Aug 18, 2020, 6:48 PM UTC

06
rachh90•

if you’ve never had cable before then the self install kit isn’t going to work without a tech and it’s certainly not going to just be taking the lock off. just make sure they know it will need to be a brand new install and the tech can do it.

as far as it being 8 days out, not ideal, but you can’t do much about that. you can call and have them submit a ticket to dispatch to see if it can be done sooner.

3
[deleted]•

[deleted]

1
mooniteOP•

Thanks for the reply.

Once the termination lock is removed and coax cable from the house is connected to the NID, can you elaborate on what else needs to be done by a tech for new service? So I have a checklist for the tech.

0
sirbruce•

The tech knows what the checklist is for their area.

2
xmguy•

Be warned they’ll likely charge you. Even if it’s their fault. Their billing told me ANY tech visit is a $50 charge. No credit waving.

-2†
CoreDreamStudiosLLC•

I had a tech come 3 times due to a huge signal dB loss on my modem. Never was charged, they ended up finding out the wiring in my apartment complex's ceiling in my unit was brittle and old, and reran it. 90% uptime since.

2
mooniteOP•

That's disappointing to hear. I don't have a problem with them installing a terminator lock to prevent theft, but they shouldn't charge to have it removed for new service. Especially when homeowners don't have the right tool to remove the terminator lock.

-1