Beware the Cable Guy
This article is written partly out of my frustration, but mostly I’m angry--really angry. Let me share with you an experience I hope no one else suffers. The unfortunate truth is that some of you will, or perhaps already have suffered the same violation.
Last fall, I received a call from AT&T introducing me to their new U Verse Digital service. For those of you that don’t know, U Verse is a fiber optic network system that provides digital transmission of television, telephone, and Internet signals over fiber optic cable lines. I have been a satellite customer for years and wasn’t really interested until they assured me I’d never experience another lost signal while watching television. As an avid TV watcher, I was sold! Then, they sweetened the deal with free services and money back incentives. Like any good consumer ripe for a good deal, I bought it.
Well, just scheduling the installation was the first problem. Apparently, the U Verse installation department isn’t as technically prepared as their sales and marketing team, but that’s another story. When the day arrives for installation, a very nice young man arrives at my home. He’s excited about this new system and only wishes he lived in an area where it’s offered. “That’s interesting,” I thought, but oh well. Alas, after several hours of connecting, disconnecting and technical wizardry, I have nothing. My television doesn’t work, my Internet doesn’t work, my phone doesn’t work and Mr. Wizard doesn’t have a clue. Everything is wrong! I am beside myself and have absolutely no recourse. The polite young man apologized profusely, as he exited leaving me technically deprived and detached.
I won’t bore you with the details, but it is two weeks before the system is finally up and running. During this time, several technicians visit my home in an attempt to remedy the problem. Apparently, AT&T rolled the program out before their system was ready, there is no signal in my area. To say that I was displeased was an understatement.
Over the winter months, I encountered several technical difficulties requiring more visits from AT&T technicians. Finally, winter is almost over and on a rainy Saturday, I notice a strange high pitched noise coming from what appears to be the cable box on one of my televisions. I call AT&T (again) and advised that there appears to be yet, another problem with the system. The customer service person scheduled a technician to come out the next day, Sunday, wow! Now that’s customer service, folks. That evening, a very polite, very conservative older technician arrives, but was unable to identify the problem. I advised that I’d be out of town, but that he could reach me via my cell phone to reschedule the visit.
The next day, I left town and when I returned, I noticed my front door appeared to be open. This isn’t possible. I didn’t leave my front door open when I left because I exit through the garage. As I entered, it was obvious- my sliding glass door had been kicked in, and glass was all over my den. I stood there for a moment in disbelief. After a moment, I rush through the house to see if the perpetrator is still there; they’re gone. I call the police and began walking through the entire house. Nothing is in shambles as one might expect. This was obviously not a group of hooligans doing a random break-in. It was well-planned and coordinated.
I collect watches and had some automatic styles on a watch winder to keep them powered. Those watches were in my office where all of the AT&T technical equipment had been installed. In addition to my watches, my two newer televisions were taken. Mind you, they were not yanked out, but; professionally disconnected. The thieves even knew to steal the HDMI cables that were attached. As a bonus, they took two game consoles and the laptop that was on my bed. Nothing else was touched.
It’s also noted that the perpetrators went to my phone box on the back of the house; apparently to deactivate my alarm system. The responding police officers believed whoever did this had been in my home before and planned well. They were probably in and out in ten minutes. I don’t entertain nor have strangers in my home. I can’t prove it, but it’s pretty obvious who robbed me--a cable guy. I don’t know which one since there were so many, but I am certain it was one of them or their cohorts. My intuition tells me that one of them was involved somehow.
The detective from the police department wasn’t particularly impressed or distressed by my break-in. His attitude was “so what”. I called the AT&T security department, but got absolutely nowhere. After the standard time, the prints came back from the State Police Crime Lab. They had nothing, just as I guessed. The people that did this don’t have criminal records because they have jobs to hide behind to commit crimes. I even contacted my state representative and they contacted AT&T who called me back. Guess what? Nothing happened.
My background is in security and I researched the requirements for technicians working for employers like AT&T. I discovered that most employees only meet minimum standards. While AT&T routinely follows up on incidents where there’s suspicion of employee involvement in criminal activity, there does not appear to be a comprehensive plan to protect customers. I do not suggest that a company can prevent all malicious acts by their agents or employees. However, they can do better. It appears that the business model is strictly to limit financial loss to the company and to control costs with little consideration for the safety and security of customers. In my case, after numerous calls to various individuals and agencies, I finally tired out and life got in the way of my pursuit of justice. Still, no one cared--not the detective, not AT&T, not my state representative, no one cared... but me.
I cannot prove that an AT&T technician broke into my home. I am stating clearly as a disclaimer that there is no proof of their involvement. I am advising readers to be careful and vigilant, don’t make my mistake. When technicians or other worker come to your residence, beware. Assume nothing.
Here are tips that may help avoid a lot of headache, heartache and suffering:
- Ask to see photo identification. Write down the pertinent information from their ID card. Let them know you do this routinely and mean no disrespect. If they take exception to this, politely refuse them entrance to your residence and contact the service provider to report the incident and reschedule your appointment. If the person is legitimate, they should show their Identification or allow you to record it).
- Use your cell phone and take a picture of the worker (ask their permission first).
- Record information on the vehicle they arrived in; with license plate number, color, make and model.
- PUT AWAY YOUR VALUABLES! Don’t assume that a technician isn’t casing your home.
- Use your alarm system; even when you leave for short periods of time.
- If possible, install security cameras in your home and at access points around it.
- Get to know your neighbors, look out for each other and report suspicious activity to your police department immediately.
- Never tell strangers your schedule or when you’re going to be away from home.
I don’t want to cast dispersions on the thousands of good employees working for companies that provide the many services we use daily. Unfortunately, there are growing numbers of miscreants that prey on society and have found their way into legitimate businesses. I call on AT&T and every other service provider to become aggressive in protecting their customers. I don’t want more “lip service.” I want to know that I’m safe when one of their employees or agents comes to my home. I can’t afford any more experiences like what happened to me this year and I don’t want you to suffer such an incident. In closing, I will simply say, “Beware of the cable guy!”