To: Logistics who wrote (41972 ) 1/11/1999 11:37:00 PM From: QuietWon Respond to of 119973
More on @home ATHM --- dgallagher@nytimes Hi David I would like your help on suggestions on how to proceed with my, and likely several others', predicament. You may choose have an article on this in the paper or maybe you know who could help the little guy against a corporation. Cable modems have become more widely deployed as the "final mile" connection to the internet. How is that connection - a report card: Item 1. Cable co's claim up to 100 times faster - 100 times speed rarely be seen. In fact, it is only over that "final mile" that the access is faster - anything after that is a function of the equipment and infrastructure of the internet. 2. Service - this is where I seek your help. The cable provider in ___________ is __________. Their service / management is extremely poor, in my opinion, based on the following: a) after phoning their number _______, a caller can expected to be on hold 20 - 30 minutes before speaking with a person. I call them as soon as there is a problem with the connection and have called often. In the past few days I have called 7 or 8 times. I logged the time on hold and persons spoke with the past few times: i. Friday January 8, 36 minutes on hold. Spoke with Lisa Clarke. ii. Saturday January 9, 31 minutes on hold. Spoke with Gloria and Miss Daly iii. Monday January 11, 64 minutes on hold in a single call. <--- A NEW RECORD! b) once reach someone, if you want the technocal area, you must wait on hold again. c) suggested wait times be measured, then plan staff accorindingly. Also suggested, based on the metrics, that an average call time be calculated, and stated to the caller. 3. It is true shared andwidth and the more users the slower it will become. 4. Mobility is sacrificed for apparent speed. ie. with cable modem you must be at home for a connection 5. Price - robbery with approximately 20% in taxes. Two separate fees - 1) for regular TV cable, 2) on-line access Try the service. Assign you own grade.