| Internet | |
| September 2000• Vol.6 Issue 9 Page(s) 12-17 in print issue |
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Internet Service Providers Ring In The Most From Your ISP |
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[
ISP
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TIPS
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One thing that ties most Internet users together is the
ISP
(Internet service provider). The ISP serves as a gateway to the Internet.
Your ISP feeds your modem Web pages, e-mail, newsgroups, and so much
more. If you are like most users, once you get past the setup point,
you give little thought to your ISP (as long as it doesn’t suddenly
stop working). You pay your bill once a month and push the Connect
button whenever you want to get news, stock tips
, or more inane jokes from Uncle Bob. Occasionally, however, something
happens, and you start asking questions such as:-Am I getting the most from my ISP? -Am I spending too much money? -Are free providers worth looking into? -How should I deal with my ISP when I have a problem? -What’s the difference between a national and local ISP? -What should I look for when shopping for an ISP? We have collected some tips to help you get the most from your Internet service provider and answer some of your common questions. We asked ISP experts from companies such as EarthLink and Delaware.Net to share some of their thoughts on the matter. Create a paper trail. When approaching your ISP about a problem, it helps to have all the evidence assembled in one place so you can accurately describe the problem. Having data on hand for the times and dates you connected and whether the call failed, met with a busy signal, or encountered a DNS (domain name server) error will save everyone time and lead to a successful and quick fix. One of the best tools for collecting this type of information is Net.Medic by Lucent Network. This free application lets you easily optimize your online connection. In addition, it identifies and traces the cause of Internet ailments to their source, and it offers suggestions on how to solve many problems. The program also logs most aspects of your Internet connection, giving you quick access to much of the information your ISP’s technical representative will need to know. You can download Net.Medic at http://www.ins.com/software/medic for free. Yelling doesn’t solve your problem. Although your original impulse may be to immediately get your ISP on the phone and start screaming when something goes wrong, it should come as no surprise that this isn’t the best way to deal with the problem. After you take a deep breath, one of the first things you should do is check the ISP’s Web site. Many times the Web site will have a network condition section, where it will post any network-wide problems. The ISP may also archive bulletins on the site, and you can try to match your past performance problems with issues and dates listed in the bulletins. Checking any such bulletins is also a good way to assure yourself that the ISP is aware of specific problems and is moving to correct them. Finally, you should check for a FAQ (frequently asked questions) list. If you are having a common problem, your ISP may address it here.
What you’re looking for here is a slow escalation in the actions you take to deal with the problem. If in the end you find yourself with the problem still happening, you may have to consider switching to another provider, although you never know if this will fix the problem or even possibly make it worse. Pop goes the busy signal. Although 56Kbps (kilobits per second) is now the standard speed for ISP’s modems, you are still going to find some access providers out there using slower modems. Many may also have grown too large too fast, resulting in too few access numbers (called PoPs, or Points of Presence) for users to call. When shopping for an ISP, make sure it not only is able to meet your modem’s speed but also that it has enough PoPs so it does not easily get swamped during peak times, resulting in busy signals when you call in. You should be able to check the ISP’s directory for additional numbers you can call, or you can check with the ISP itself before signing with it. Call the telephone company. If you have slow connection speeds most of the time, your ISP may not be causing the problem. The problem could be stemming from your telephone company. If you have tried everything to connect at a faster speed, try having the phone company come out and investigate your phone lines. It’s not uncommon for a line simply to be old and abused; perhaps too many extensions have been plugged into the line in the past. Connection options. Individuals and businesses that spend large amounts of time online or use the Internet for commercial purposes should consider upgrading to a faster access option, such as: -an ISDN (Integrated Services Digital Network) modem, which provides Internet access at speeds of up to 128Kbps -a cable modem, which has a maximum bandwidth that exceeds 2Mbps (megabits per second) -a DSL (Digital Subscriber Line), which provides access at rates up to 32Mbps. When to consider a national ISP. National ISPs have several advantages over their local brethren. As a larger company with more roots, national ISPs are better situated to withstand lean times, which means that a year or two down the road, they’ll still be in business. National ISPs in general are also better positioned to put a lot of money into high-speed access and other emerging technologies. In addition, a great many of them (AOL being a classic example) have their own proprietary content in the form of message boards, chat rooms, online shopping, and more. National ISPs reach almost everywhere, and they are especially good for anyone who travels and wants to easily access their e-mail and the Internet while on the road. Another plus for national ISPs is their software is everywhere. You probably receive a few diskettes or CD-ROMs in the mail every month now, and if you buy a new computer, you will probably find four or five ISPs’ applications installed on it. On the downside, tech support for national ISPs is usually tougher to access than for local ISPs. You will probably find yourself on hold for a long time, and once you do receive help, it will probably be impersonal. New computer users in particular may find the minimal hand holding of national ISPs to be a drawback.
On the downside, smaller ISPs are much more likely to suddenly disappear or be absorbed by larger ones, and they usually lag behind the nationals in their ability to offer faster connections. Multiplying like free ISPs. Sporting names such as Free Access (http://www.freeaccess.com/ ), NetZero (http://www.netzero.com/ ), and freewwweb (http://www.freewwweb.com/ ), free ISPs seem to be popping up everywhere you turn. You know that it’s a revolution when Kmart jumps on the wagon, too. (Go to http://www.bluelight.com/ and click the Totally Free Internet Service link in the top right corner of its home page.) But is this a good revolution or one of those nasty ones that leave you feeling like you’ve just fought a war every time you get offline? Are you familiar with the phrase, "you get what you pay for?" Free ISPs can be a lot like that. The majority of them make their money by selling advertising that is housed in little banners that block out a portion of your computer screen when you’re online. If you have a larger monitor, this may not be such a big issue, but on a 15-inch monitor, that banner can seem as intrusive as sticking a bumper sticker across your screen. In some cases, these banners are docked so you can’t even choose where to park it. These banners can also drain your bandwidth, slowing down your online experience. Free ISPs can also have iffy tech support, and the majority of these are barebones access providers, with few perks or services. Some also limit the time you can spend online per month or per session. You also run the risk of losing a lot in terms of privacy; you generally have to give out a considerable amount of information when you sign up, and these banners make it easy to track what Web sites you visit. A select few even charge setup fees, which you should definitely avoid. That said, this is a brand new field, and it should be interesting to see where it stands in a year. With most Internet users spending $200 to $250 a year just for access, free ISPs may be worth looking into. (They work well as a backup for your paid for ISP.) If you want to try one of these services, first check out a site such as the Free ISP Directory (http://www.freedomlist.com/ ), which lets you easily compare most free ISPs for banner use, speeds, perks, software supported, and more. Ready or not, here I come. Finding ISPs that service your area may seem a lot like hide-and-seek when you’re first starting out, but you’re actually surrounded by references in the form of your friends, neighbors, and co-workers. Ask around; not only will you quickly come up with a list of possibilities, but you’ll also have the benefit of other peoples’ horror stories to help weed out the bad services. Several online lists also exist that help you find and compare ISPs in your area (of course, if you’re looking to go online for the first time, this creates a bit of a catch-22 situation, where you have to be online to get a list of providers that will let you get online). Both The List (http://thelist.internet.com/ ) and ISPs.com (http://www.isps.com/ ) let you find ISPs in specific areas and compare various ISPs’ pricing and services. What to consider when looking. When trying to find an ISP, some things you should consider include: - Numbers. You can get a great price on an ISP, but if you have to dial "1" to reach it, you’re going to end up paying too much money. Make sure the ISP has at least one local access number (the more the better). - Customer service. Find out the operation hours for the company’s customer service. To find out how the service is, word of mouth is your best option. - Reliability and performance. Does the ISP consistently work well, or does it have a lot of downtime? Again, word of mouth is a big aid here. You also can check out the ISP’s Web site to find logs or bulletins that will give hints of its performance. - Pricing. Smaller ISPs usually are much more aggressive in their pricing than larger ISPs that, frankly, need your business less. In addition, take into account any setup fees when considering an ISP. - On the go. If you travel a lot, a national ISP might be a better investment for you. Buy the apple, not the tree. If you just need an ISP to check mail or surf for a few hours a month, then you should be able to save a considerable amount of money by opting for a minimal pricing plan. Many ISPs offer several levels of service, including one or more hourly plans and full-scale unlimited usage. You might also save money by signing up for a long-term commitment. (Just do your research and know the ISP you’re marrying for the next year or more.) On the other side are additional perks, such as multiple e-mail boxes and Web space packages, you should be able to purchase for a small additional fee per month.
On the road again. As we’ve mentioned a couple of times, if you do a lot of traveling, you’ll have a few other things to consider when shopping for an ISP. National ISPs are certainly the easiest way to go here. They offer a wide range of local access numbers, and if you do a little research before heading out on your trip, with a little luck, you’ll be able to log into your ISP using a local access number regardless of where you are. Free ISPs such as NetZero (http://wwwnetzero.com/ ) now offer access numbers to much of the United States and areas of Canada, and as a travel alternative, they are definitely worth trying out. Even your local ISP may offer perks for travelers in the form of toll-free numbers and Web-based e-mail. Try for free. One great way to get a feel for how a perspective ISP performs is to take advantage of free or cheap trial periods. These are great ways to test drive an ISP, but make sure you know what will happen when the trial period ends. You’ll probably have to call to cancel the service, and chances are good the service will automatically start to charge your credit card or bill you, usually with no warning your trial has ended. Indeed, anytime your ISP gets in touch with you about changing service or rolling into a new service, pay close attention to what is changing and how it will affect your access and, more importantly, your payment plan. In addition, carefully read any trial agreements. Your Internet . . . pasteurized. Although many areas of the Web contain rich sources of valuable information, the journey to the bad side of town is often just a click away. Adult content of all sorts is virtually next door to Web sites for the Library of Congress and the Guggenheim. And although much of it requires a credit card to view, it is easy to stumble across something you don’t really want to view. One way to cut down on this risk is to use a filtered ISP. Filtered ISPs such as Family Connect ( http://www.pornblocker.com/ ), FamilyClick (http://www.familyclick.com/ ), and Integrity Online ( http://www.integrityonline.com/ ) restrict offensive material at their servers, meaning you can’t access them. Sites and newsgroups that contain pornography, illegal activities, hate literature, and other Web refuse is blocked. Of course, with this approach, you may also find the service has cleansed your access, as well as that of your children. In addition, sometimes blocking can restrict access to perfectly acceptable sites in their zeal to protect. You can find a comprehensive list of filtered ISPs at the About.com Family Internet site at http://familyinternet.about.com/parenting /familyinternet/msub41.htm. Find a house for a business Web site. You can often place a personal Web site with many different servers on the Internet, but when it comes to more official sites, such as those for businesses, you should first ask yourself whether you should go with an ISP or a Web host. ISPs are good for smaller business sites. They’re generally much cheaper hosting solutions and may have templates that will simplify site construction. Make sure you ask for the ISP’s track record for downtime, as well as what sort of a backup system it has in place before you sign up. Web hosts, however, can give you much more in terms of customization, service, and bells and whistles, but they are also considerably more expensive.
-How seriously does my ISP take spam? Does it aggressively fight it and block it, or does it turn around and sell my name and contact info to third parties? -Is my ISP keeping up with the rapid pace of change in the field (DSL, ISDN, cable, etc.)? Do I really need faster service? (If you like to have the latest toys, this could be a real issue.) -Am I getting a good rate for the slice of Internet I’m using each month? -How’s my ISP’s tech support? -Does my ISP meet my needs with lots of local-access numbers and/or toll-free numbers? -Does my ISP handle my business needs? In two years, when you’re a multi-million dollar conglomerate, will the ISP be able to handle your site? It’s alive. Does your ISP boot you offline after a specific period of inactivity? Keep It Alive is a small (and free) application that will help keep you online, even if you step away from the computer for a moment. It works by connecting to a remote Web server at specific time intervals, assuring your connection reflects activity and stays alive. You can download Keep It Alive from Peili Chen’s Web site at http://geocities.com/SiliconValley/Garage/7334 . Sneaking a peak. If you are thinking of switching to an ISP, and you want to test its reliability, you can perform a simple test. It’s not exactly a full physical, but you can try to call the ISP’s access number(s) during peak evening hours. If you get the squeal of a modem, the ISP passes. If you get a busy signal, move on; it isn’t a comforting indication of its ability to handle a higher number of users. Dear John. For one reason or another, it’s time to move on to another ISP. The best way to cancel your account with your soon-to-be-ex ISP is in an e-mail message (unless the service specifies otherwise). This will give you a time-specific record of when you officially terminated your relationship. If your ISP requires you cancel your account with a phone call, do so, making sure to get the representative’s name, the date called, and the date of termination that was agreed upon. Keep this information for your records in case you need it. Although this should end your relationship with the ISP, stuff happens, particularly billing stuff. If your credit card account is automatically billed, contact your credit card company to make sure no charges appear on your account and keep track of your bills over the next couple of months to make sure everyone in the loop is aware of the change, including the ISP’s billing department. TOS-sable offenses. Do you remember the TOS (terms of service) agreement you signed when you first joined your ISP? You don’t? Your ISP sure does. ISPs generally take these agreements seriously, and you should dig yours out (or better, look it up online) and get a refresher on what’s there. There may be clauses restricting lewd behavior or the sending of MP3s or other copyrighted material. Although your ISP may not screen heavily for these, if you send something of this nature to another person, and that person reports you to your ISP, you could find yourself searching for a new virtual home.
Bringing your own access. You love your ISP, and you love AOL, but can’t afford both. What’s an ISP addict to do? Online services, such as AOL, that host their own proprietary information often have a "bring your own access" payment option that lets you log in from your own Internet connection (you access AOL like a Web site instead of dialing into it). Such plans are often only a fraction of the cost of the full-service, dial-in plan cost. This is your ISP on steroids. While most ISPs you run across are strictly consumer oriented, some approach the arena with a much more tech-oriented perspective. Eskimo North ( http://www.eskimo.com/ ) is one such ISP. In addition to traditional dial-in services, DSL, and more, it also offers Unix-shell accounts, where users can develop code and do much more online. If you’re looking to expand your online experience past the Internet-as-a-television metaphor, shop around for one of these. Be the boss. Those with real adventurous streaks may want to think about starting their own ISPs. If this is your ultimate dream, or if you just want a little more information on how the process works, stop by the New Internet Provider FAQ’s Web site ( http://www.amazing.com/isp ). This is a nice introduction to the field of ISPs. It covers computer hardware and software, hooking up to the Internet, the special problems facing rural/remote ISPs, government regulations, and much more. 
by Rich Gray
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