So Called Service Providers
I apologize for the long delay of my on-going rant. I'm knee deep in
The Move, and I'm speaking literally.
My official last day is September 9th, which means I have about 72
hours left to move approximately 90% of my stuff. My apartment manager
has been amazingly helpful. He's answered my numerous phone calls and
multiple requests. "When is the the RJ45 and coax going to be moved to
the correct wall, when will the blinds be up, when will the counters be
"set" and usable, when will pigs fly, etc., etc." His tolerance and good
nature confirms that staying in this complex was a good decision.
The only problem is Scott's work week. He's been put on a new
project, working with new tools, which has been a real strain on him.
He's been putting in 10+ hours a day every day this week. I really hoped
that he would be available to help more, but he worked hard on the move
last weekend and I'm sure he's a much better sport than I would be in
the same situation. He seems to manage to keep a good attitude even
after a stressful week and when working even more on the weekend. He's
says it's easier because his office work is very mental and the move is
physical. I don't quite have the same outlook, if I feel overworked it
shows in everything I do. I simply lie on the couch and remain
motionless... at least until I get too hungry.
With a little luck we will have all of my seemingly endless stuff
scattered about the new apartment by the end of day Monday. All the
cable and phone changes are supposed to be in place by noon on Monday.
I'll believe that when I see it.
Now back to a more traditional entry; bitching...
At the moment I have a DSL connection that was orginally setup years
ago by Pacific Bell, which has since been acquired by SBC
Communications. There were nearly no problems setting it up. The tech
was helpful, and cute too. I was given a single static IP address and
was getting pretty much the maximum download and upload speeds (~1.5Mbps
diwn, 128Kbps up). I was so happy upgrading from a 56K dialup
modem. I can't imagine going back to dial-up!
This worked very well for a long time. Once a short somehow formed in
a cable, after the problem was finally diagnosed, reseating all the RJ45
cables fixed it. Upto this point I was a happy user of the SBC/Pacbell
DSL service. I recommended them highly.
I was once asked why I went with DSL and not Cable. I could go into a
lot of technical gibberish, but the reason is simple; I've always
despised Cable companies. Since my first experience with them in the
early 80's they have always been incompetent, arrogant and greedy. This
is what usually happens when you have a monopoly (It's hard, but I'll
refrain from getting started about the Monopolistic Horror that is
Microsoft). Recently I was forced to move to digital cable and I
mentioned to the techincian now poor the reception is on many of the
channels. His response was "oh, everybody has this quality on the analog
channels". Down the hall on the first floor a neighbor has excellent
reception. Since the building owner doesn't allow private dish receivers
you're just SOL. If they say a problem doesn't exists then how can they
possibly fix it?
When AT&T purchased the local cable company I suspected nothing
would change in term of quality, I was not disappointed. Actually I
believe the reverse may have occurred. The former, non-cable, superior
service offered by AT&T has suffered. Perhaps the incompetence is
contagious.
I happily used the DSL service for years; then SBC/Pacbell began
raising prices and degrading services. They started removing newgroups
and choking down the speed of downloads from their newsgroup servers. I
guess since most of their customer don't even know what a newsgroup is,
they can safely piss off the minority. Sadly they are correct. I solved
this problem by subscribing to have a remote, non-SBC, newgroup service.
It provided me a far larger selection of groups, much longer message
retention, and twice the download speed. I have to ask at this point,
why is the idea of customer choice foreign to these large companies?
Rather than providing less and less for the same or greater cost, why
not provide different fee levels? The software to do this certainly
exists, look at your cellular phone bill. If they can handle that level
of complexity offering al a carte ISP service should be a breeze.
I lived with the changes. But now comes The Move. I know that the SBC
DSL system no longer provides a static IP address with their basic
service. I only have one because I'm grandfathered in with an old
contract. Most people don't need it. It's very helpful to me. I only
need to occasionally download from the "outside", but when I need it I
truly need it. With the understanding that IP addresses are in short
supply I'm willing to pay a bit more for one.
I called SBC and discovered I cannot purchase a single IP address, I
can purchase a block of five. It's an additional $15/month. While
not happy that I'd be paying $15 more each month for something I already
have; you don't have a lot of choices, so I say OK. I ask, are then any
other fees? "Well sir, there's a $50 move fee, and of course there is a
$100 fee for the five addresses." At this point I've been on the phone
for perhaps 45 minutes getting to a person who has some clue and was now
being ripped off. But again, you don't have a lot of choices. "Oh, also
sir, since you're upgrading from an existing basic service to a enhanced
service there is also a $250 'Technician Fee'".... So at this point it's
up to a $400 installation plus an additional $180 a year because I'm
moving 500 feet down the hall! This was too much, I began to lose my
cool. I didn't take it out on the sales person. You do reach a point
where you can only be fucked so hard before you have to say
enough! Like Microsoft, SBC has graduated to one of my top five
"Companies that Should Burn in Hell" list. I will do almost anything to
avoid giving them business and steer people clear.
I tried Earthlink, they offer
exactly what I need; a single static IP address for only $15/month more
than I'm paying now. Unfortunately I've done some checking and I've
heard several horror stories about Earthlink's (via Covad) DSL service
in my area. The consensus seems to be they have great salespeople, but
lousy service. I tried AT&T
Broadband and spend a long time on their site and on the phone
trying to figure out exactly what they offer. The don't offer a static
IP at any price, but with a free cable modem, lower monthly fees and
local users have reported exceptional speeds; I was about to go with it.
I was out of options.
In passing I mentioned needing VPN (Virtual Private Network) support
to an educated friend. Scott and I both use it heavily to log into the
office. With Sun going to a more flexible work environment it will
become more important in the future. I was told that some services
specifically block VPN on residential accounts. I'm attempt to determine
if VPN, which usually uses TCP port 1723, is blocked by AT&T. While
doing some research I came across a list of
commonly used TCP ports for those geeks out there who might care.
What am I going to do? A broadband connection isn't a luxury anymore,
it's a work necessity. Fortunately the apartment complex has a local
network with firewalled access at a moderate speed. I'm lucky, this
should provide me with a good enough connection to make due until I find
a solution, or cave in to the extortion.
I'd love to think this situation will get better. When I was younger
I might have thought so. "How long can you screw the consumer before
something is done?" Well, the answer seems to be, "For a long long long
time". Ma Bell did it. IBM did it. Microsoft excels at it, no pun
intended. The cable companies don't know any other way...
A few weeks ago I read an article, I don't remember where; the Wall
Street Journal, the Economist, Newsweek, maybe the back of a milk
carton... It discussed the result of a study into why broadband growth
has stalled. Much of the Telco mania of the 90's was based on building
vast high-speed networks and fpromising fast connections into home
everywhere. So far only about 15% of homes are wired for broadband,
everyone else is still using dial-up connections. Why? The report came
to a simple conclusion; broadband access in the US is owned almost
exclusively by the Baby Bells and a handful of Cable companies. There is
no significant competition.
So much for the great promises made in the late 80's that the
deregulation of the telecomunications industry would advance innovation,
improve competition and make for a more level playing field. Instead the
grand old days of Ma Bell and IBM are back, the names have just changed.
Little or no choice, predatory pricing and stifled innovation.
The politicians should be proud...