Busy Signal? Try Changing ISPs

By Steve Salkin -- Logistics Management, 6/1/1999

A busy signal could mean one of two things--either the entire Internet is simply too jammed to get a line through or your Internet Service Provider (ISP) is too busy to answer your computer's call. Most of the time, it's the latter.

An ISP is your connection to the Internet. The most popular is America Online (AOL). Others you may have heard of include CompuServe, Prodigy, AT&T, MCI, and RCN. But there are hundreds of others, including most local telephone companies and even some cable companies.

You've heard all the commercials--some bragging about the speed of their connection or the number of lines added. But be wary. The best way to choose an ISP is to try it. Most ISPs market introductory services that offer free hours and refundable fees. Ease of Internet access also could be a very localized problem. All ISPs provide local phone numbers for subscribers to use. The problem is that they can't be in every town, so some people (one unnamed Logistics editor included) actually have to pay for the phone call to the ISP, which adds to the cost of online access. But another ISP may have a phone number that's a local call, so it pays to check out your options.

Paying for your Internet access can be tricky too. Some, like AOL, offer different plans based on the number of hours spent online. These and other companies also offer a flat monthly or annual fee with unlimited access. You can save a significant amount off a monthly service charge by paying for several months or even a year in advance. What's the harm--you want to have Internet access in six months, right?

If you are not thrilled with your current ISP, don't be afraid to try another. And there's no reason to cancel your current service to do so. With the free trials, there's really nothing to lose by trying one service while paying for another. As easy as it is to do, people are reluctant to make a change. A study conducted by the Strategis Group says that 66 percent of Internet users have used the same ISP since they went online. And more, a whopping 88 percent, say they have no plans to switch providers. In fact, people are willing to pay as much as 30 or 40 percent more annually rather than make a change, the study shows.

When you do try an ISP, check for things like:

- Ease of connection. How easy is it for you to get through? Does it take your computer two or three tries to make a connection? That may be a sign of future problems.

- Connection time. Do you get "booted" once you're online? Annoying, huh. If it's a frequent occurrence (and I hear about it often from AOL users), it's time to switch providers.

- Technical support. How accessible is support when you're having trouble, whether it be in connecting to the Internet or downloading, e-mailing, or other functions once you're online?

- Speed. How fast do you connect to the Internet? Most PC internal modems now can connect at 56 kilobytes (kb) per second, although you may not actually connect to the 'Net at that speed--it's more common to be in the 30-something area on a consistent basis.

- Web space. Many ISPs will provide you with some personal Web space. Although I have come across very few personal Web sites that are worthwhile, it's a great place to put pictures of the kids so family members across the globe can see how they're growing.

Internet service has blossomed into yet another service industry in the United States, just like car-repair or long-distance telephone service. You can choose the one that's right for you, based on the criteria that matter to you. Remember, the only area where Americans don't have choices is in cable TV providers. Otherwise, it's an open market--and changing ISPs is easier than changing your 401(k) options.