...squarely with the tech. I do field repair work for a smallish ISP myself, and it is absolute, zero flexibility policy that if any sort of threat, even in a joking manner, is made to our safety, we leave the premises immediately. Now to the best of my knowledge, the only circumstances this has actually been invoked under have involved unruly dogs, but were a subscriber to joke about holding one of us hostage, we're required to get the hell out, even if it means leaving equipment, up to and including entire vehicles, behind if necessary.
The policy does allow us to return to the customer's premises at a later time, at our discretion, but only when accompanied by another tech.
While I cannot vouch for the following, it is what has been described around the office here. "Back in the day" a subscriber apparently did use a shotgun to, ahem, "troubleshoot" a wiring ped right in front of a field tech. So, no, I have no doubt whatsoever that some people are more than capable of threatening what's implied in the article.