The horror of ordering Internet service

Submitted by acohill on Tue, 05/10/2016 - 09:13

I just spent 40 minutes trying to help a friend order Internet service for a new home in rural North Carolina. They knew that there was no cable service, but did not know who the telephone company was for the area.

I thought this would be easy.

I tried four different companies: Windstream, AT&T, Verizon, and CenturyLink. Verizon's site was the worst, as they make it very clear that they don't want to sell you any copper-based services. I spent many minutes clicking around on their site trying to figure out how to order DSL, without much luck. When you do finally find the DSL page, the only "order" button is for FiOS. No matter what page you land on on the Verizon site, it's all FiOS, all the time, along with lots of add-on services they want you to buy to fluff up your bill.

One thing that was interesting: on one of the pages I landed on trying to get to the DSL information, the first thing you see is a full page of information about cellular data plans. So Verizon wants to sell you a cellular data plan or FiOS, and anything else....not so much. I did eventually find the link to check an address for service, and of course, they had none for my friend's home.

The other three providers were pretty much the same. AT&T winds some sort of prize for the most obscure service names: You can order U-verse or Gigapower. Snap quiz: Which one is fiber and which one is DSL? Answer: Good luck figuring that out. Finally found the "check address" dialog, and of course, no service. But great news! AT&T is happy to sell you satellite TV and a cellular data plan.

When you go to Windstream, you get a really bad version of Yahoo! News as their front page. CenturyLink actually easily had the best site, with a well-designed front page that made it relatively easy to figure out what plans are available and their cost. But no service in my friend's area.

Despite record profits and high prices, all four companies seem determined to clutter up their own site with ads and "up sell" items, which are probably enormously profitable. But trying to order plain old telephone or Internet service is an exercise in frustration. If I have trouble, I can only imagine the teeth-grinding and keyboard pounding that a typical potential customer goes through to just get some very simple information.

Next step for my friend: She is going to contact some neighbors to find out who the telephone company is. So much for the power of the Internet.

A Broadband Properties top 100 company for 2013
A Broadband Properties top 100 company for 2012
A Broadband Properties top 100 company for 2011

Design Nine has been selected as a Broadband Properties / Broadband Communities top 100 company from 2008 to 2015.


Smart 21

Designed by Design Nine, the nDanville fiber network has won the Intelligent Community Forum's Smart 21 award for 2010.

Design Nine provides visionary broadband architecture and engineering services to our clients. We have over seventy years of staff experience with telecom and community broadband-more than any other company in the United States.

We have a full range of broadband and telecom planning, design, and project management services.