How do you handle irate customers concerning their TV cable problems?

Could the issue be the customer owned equipment or pre-existing in house cabling. If so prove it out at the closest point to the point of entry Pretend you are them. Agree with them when they are describing their problems. There's nothing to argue with them about. Be a good listener. Speak softly. Be concerned (he/she could be your father or mother). Get their information. Follow up. Get them answers.