- Jan 3, 2001
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People are always eager to say "MY ISP SUCKS- I'M GOING SOMEWHERE ELSE." What most people don't realize is that changing providers may give you the exact same connection from the exact same location- just with a different brand on it. If the underlying problem was never resolved, you're also going to have the exact same problems.
This is most prevalent with dial-up connections. If you choose (or are stuck) using dial-up, and you experience things like your call dropping or poor connection speeds, the first thing a consumer does is blame the ISP. In reality, there is little an ISP's technical support can do to fix this situation because it has to do with phone line quality between point A and point B. When a customer gets fed up and goes to another provider, that person often sees the exact same issue because:
a. The customer is dialing into the same equipment being leased by another ISP
b. The customer's phone line issue still exists
These customers then wander around to different dial-up providers like zombies looking for brains---some go through as many as 10-12 a year trying to find a provider that doesn't drop them. Since the underlying cause is not being repaired, their search will never end.
DSL is another example of this. If there is an line issue with the DSL signal traveling from the phone company central office to a customer's home, the service is going to be awful. Likewise if the signal has to travel too far (over 15000ft in circuit length starts to get iffy), or if there is an issue with the internal wiring at the residence. Unlike dial-up, many of these types of problems can be detected and/or corrected. However, the typical consumer is unwilling to make much of an effort to repair or resolve any issues. Therefore they cancel their service, thinking "someone that KNOWS what they're doing will be my savior!" Then, sadly, they experience the same issues all over again because DSL all comes from the same place- no matter who delivers it.
Cable is in a unique situation in that the cable company is usually the sole provider in an area, and they control all aspects of their network- from their NOC all the way to the box on your TV. If the customer has an issue, it is repaired because their type of network allows them to tell where the problem lies very accurately . However, many customers like to make modifications, such as splitting off their cable with DIY connections inside the home. This wrecks havoc with the cable modem signal, and then they are shocked when most cable companies will charge the customer for this type of repair. This prompts a cancellation because of "poor service"...when in reality it's an problem of their own doing.
Moral of the story: An ISP is an ISP. They deliver the service, most do it very well, and there's not a lot of difference between them. The average consumer needs to switch their thinking of receiving Internet service from "why did you single me out to screw up my service" to "why am I not receiving your service." Internet service can be compared to receiving a radio station- if you can't get a particular station, you don't call the station and tell them how awful they are- you do some troubleshooting to make the signal stronger (move the antenna, try it in another room, etc). The signal is being broadcast- you need to figure out why you're not getting it. Once the consumer changes their mindset to one of empowerment, both sides of the fence will be much happier.
This is most prevalent with dial-up connections. If you choose (or are stuck) using dial-up, and you experience things like your call dropping or poor connection speeds, the first thing a consumer does is blame the ISP. In reality, there is little an ISP's technical support can do to fix this situation because it has to do with phone line quality between point A and point B. When a customer gets fed up and goes to another provider, that person often sees the exact same issue because:
a. The customer is dialing into the same equipment being leased by another ISP
b. The customer's phone line issue still exists
These customers then wander around to different dial-up providers like zombies looking for brains---some go through as many as 10-12 a year trying to find a provider that doesn't drop them. Since the underlying cause is not being repaired, their search will never end.
DSL is another example of this. If there is an line issue with the DSL signal traveling from the phone company central office to a customer's home, the service is going to be awful. Likewise if the signal has to travel too far (over 15000ft in circuit length starts to get iffy), or if there is an issue with the internal wiring at the residence. Unlike dial-up, many of these types of problems can be detected and/or corrected. However, the typical consumer is unwilling to make much of an effort to repair or resolve any issues. Therefore they cancel their service, thinking "someone that KNOWS what they're doing will be my savior!" Then, sadly, they experience the same issues all over again because DSL all comes from the same place- no matter who delivers it.
Cable is in a unique situation in that the cable company is usually the sole provider in an area, and they control all aspects of their network- from their NOC all the way to the box on your TV. If the customer has an issue, it is repaired because their type of network allows them to tell where the problem lies very accurately . However, many customers like to make modifications, such as splitting off their cable with DIY connections inside the home. This wrecks havoc with the cable modem signal, and then they are shocked when most cable companies will charge the customer for this type of repair. This prompts a cancellation because of "poor service"...when in reality it's an problem of their own doing.
Moral of the story: An ISP is an ISP. They deliver the service, most do it very well, and there's not a lot of difference between them. The average consumer needs to switch their thinking of receiving Internet service from "why did you single me out to screw up my service" to "why am I not receiving your service." Internet service can be compared to receiving a radio station- if you can't get a particular station, you don't call the station and tell them how awful they are- you do some troubleshooting to make the signal stronger (move the antenna, try it in another room, etc). The signal is being broadcast- you need to figure out why you're not getting it. Once the consumer changes their mindset to one of empowerment, both sides of the fence will be much happier.
). We've been doing this for over 11 years now, and know our stuff. The average Internet user is barely competent enough to use a door knob, much less try things like "switch to another phone jack" or "bypass your surge protector". They just want to plug it in and have it work. If it doesn't work, we can tell where it's breaking. We can see unfiltered alarm systems, filters plugged in backwards (or not at all), ground faults..you name it. People with bandwidth problems do not fall in this category---the people I'm speaking of have no concept of that. I'm also speaking from the side that our tech support is US based, so you don't have people in India reading index cards to you. With that type of tech support, if the problem isn't covered in their flow chart of troubleshooting, they say it's your problem and hang up.
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