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75% Of Broadband Customers Would Switch ISPs
If scheduling the new install wasn't such a pain in the ass...
by Karl Bode 06:25PM Monday Nov 24 2008
Three out of every four US broadband subscribers would be willing to leave their current Broadband Service Provider, according to a new survey by analyst firm Strategy Analytics. Interestingly, the firm also determines how vulnerable ISPs are to customer defections. According to the $3,000 report (see press release), Time Warner Cable could be the most harmed by a price war between providers, while the study proclaims that Cox Communications has "the most secure customer base."

According to the firm's blog, scheduling a new install (and the notoriously common missed install window) is the biggest thing keeping many customers from switching:
quote:
Our survey found that the difficulty of scheduling a suitable time for connection and installation of a new service was one of the most significant barriers for many US broadband customers. The promise of a "four-hour slot", it seems, is not enough to persuade customers to switch providers. They expect their service provider to turn up at an agreed appointment time, and if that promise can’t be made, they will prefer to avoid the inconvenience altogether.
So, 76% of broadband subscribers in the US are "very or somewhat satisfied" with their broadband service, yet three fourths would switch -- were there a better deal and assuming they have competition in their market. That's why we've seen an increase in long-term contracts as the market shifted from acquiring dial-up refugees to retaining existing customers -- or leeching them from someone else.

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topics flat nest 

en102
Canadian, eh?

join:2001-01-26
Valencia, CA

TWC scheduling blows, IMO

Set up appointment for 12:30
TWC calls at 9 a.m. and asks if they can do it at 9:30 - I say OK, and they'll be there in 15 minutes.
2 hours later, and still no-show, and their supervisor couldn't find them.
They actually make it in time for their 12:30 original appt. Of course, they don't give any explanation (they only spoke english when they had to ask me questions).

Having service 'fixed' (due to shoddy install) was no treat either. They 'removed' my scheduled on-site w/o notification, and rescheduled for a day that I was out of town

Currently, I've had less that reliable TV/Internet/VoIP from TWC. After my 1 year discounted rate is up, maybe I'll try AT&T VDSL... assuming they ever decide to launch VoIP around here
--
Canada = Hollywood North

FFH
Premium
join:2002-03-03
Tavistock NJ
kudos:5

1 edit

2 recommendations

Re: TWC scheduling blows, IMO

said by en102:

Set up appointment for 12:30
TWC calls at 9 a.m. and asks if they can do it at 9:30 - I say OK, and they'll be there in 15 minutes.
2 hours later, and still no-show, and their supervisor couldn't find them.
I talked to the service guy when he came to my house and I asked him about their problems making the scheduled windows. It is really pretty simple. The schedulers schedule less than the time really needed to do a repair or install. So the schedule slips & slips throughout the day.

And why can't the installers complete their tasks in the scheduled time?? Mostly the time lost is spent with the installer waiting on central office customer account people trying to get the ordered services set up correctly in the account system. The hardware gets installed and the customer doesn't want the installer to leave until they see they are getting what they paid for(the correct pkgs of channels, phone svc, HSI, etc.). As a customer you don't want the warm body leaving without being sure everything is working. No one wants to buy something and then depend on a faceless, remote cust svc rep to straighten out the mess. So the poor slob on site is captive while he tries to fight through his own company's bureaucracy.

And that almost always takes more time than that allowed for. I blame the mgt and back-end account setup software that it seems cust svc struggles with every day.
--
My BLOG .. .. Internet News .. .. My Web Page
Ask yourself one question: 'Do I feel lucky?' Well, do ya punk?
amungus
Premium
join:2004-11-26
America
Reviews:
·Cox HSI
·KCH Cable

Re: TWC scheduling blows, IMO

Good point. I agree that their own systems seem to be a hinderance for the workers in some cases. If things aren't already set correctly, it can be just as much of a headache for the tech on site as it is for the customer...

As for wanting that person to stick around until things are right... usually... but I'd rather just pick up the equipment and have it work right away when I get home with it ...Unless they're there to drill some holes, run cable, test signals, etc...

As a Cox customer, I guess I'm one of those "steady" ones that they love. Speeds have fluctuated, but recently have been back to an acceptable level. As long as they don't drop to half or less of what I'm supposed to get (9/1), that's fine. Better than DSL around here, though DSL stability is rock solid at most people's places that I've seen.

Cox's customer systems seem snappy from what I see... I had a digital box shipped to me once. Showed up programmed for another city. Phone rep had it fixed in less than 1 minute flat.

Cable got snapped by a truck with branches sticking out over the top (large truck...) once. Tech was there that afternoon, cable was repaired, levels double checked along entire street.

Most experiences have been rather good with them. Sure, I wanted to smack a phone rep once for being a total jerk, not even letting me speak to his supervisor after being rude, asking me irrelevant questions, so I hung up and called back after cooling off. Hopefully that person is no longer employed as a customer service phone rep, because ALL of the others I've spoken with have at least been courteous, respectful, attentive, and helpful, even if they themselves couldn't directly help me...

Long as Cox keeps their internet speeds steady for me, they can probably count me as one of those solid customers as long as I'm able to get their service.

en102
Canadian, eh?

join:2001-01-26
Valencia, CA
Sad thing was that it was actually the 'techs' that were on their way that called me, but then didn't show up for almost another 3 hours, and not their dispatch.
--
Canada = Hollywood North
Kearnstd
Space Elf
Premium
join:2002-01-22
Mullica Hill, NJ
kudos:1
DSL is bad in this department in that it is not an instant on deal like cable. afaik you cant just buy a DSL modem, plug in and call for activation and service in an hour or two.
--
[65 Arcanist]Filan(High Elf) Zone: Broadband Reports

espaeth
Digital Plumber
Premium,MVM
join:2001-04-21
Minneapolis, MN
kudos:2
Reviews:
·Vitelity VOIP

Re: TWC scheduling blows, IMO

said by Kearnstd:

DSL is bad in this department in that it is not an instant on deal like cable. afaik you cant just buy a DSL modem, plug in and call for activation and service in an hour or two.
In many cases a DSL install involves physically tying the end connection to a DSLAM port (via a work request that needs to be handled by a tech), and provisioning a new point-to-point connection (either a virtual circuit in the ATM cloud or Q-in-Q VLAN on the newer Ethernet-based systems).

When it comes to cable, everything is ready to go from the start because it's a shared bus network. The only change is pushing the correct config file down to the modem so you get your subscribed level of service.

Bellundo

@teksavvy.com
The service is so bad in Canada Bell is charging $69.95 per single incident that needs a service call. I repeat the guy could show up and charge you twice, triple or quadruple depending on how many things need fixing. Then your fate and i mean fate lies in his/her hands. The $69.95 only guarantees it will be done as the service right now is so bad many wait 6 months to a year or forever for service. What you state would be a dream come true for a Canadian.
older dog
Premium
join:2005-06-09

1 edit
I understand what you are saying.
I got the triple play 2 months ago. Was told I needed to have the telco service disconnected prior to the install. Several days prior I am told that I would receive a call from the install tech just prior to arriving, if I did not answer the install would be canceled. Umm how can I answer if I have the phone disconnected first. I did not know that a cell phone was a requirement to getting service from Time Warner. I go to the local office where I am told not to worry the tech would be there which was the case.

Install takes 6 hours not kidding or exaggerating actually it took longer I am rounding down. No one was willing to take responsibility to cut a lock off the lock box on the side of the building which no one had a key for so the tech sat for 3 hours doing nothing.

In the 9 weeks I have had the Time Warner service once I got past the install the phone service has been flawless with a voice quality that is above what the Telephone company Frontier provided on its best days and I live 800 feet from the CO. The net has also been flawless, no down time or speed reductions at any time of day. The telephone company Frontier had gone to shit in the last year. It was a good company prior to the last few years. With a tech support person at Frontier going as far as to call me back from a spoofed phone number to try and scare me out of making a complaint.

The TV service from TW leaves quite a bit to be desired, especially on the analog side with a picture that is down right snow filled. Calling repair I was told that they considered snow normal since my signal values were normal.

Monopolies have no real reason to provide good service without real competition. The only way I see to fix this is to have the Government step in and create competition threw regulation or to set minimum standards.

Time Warner provides more services and speed at a lower price than Frontier did which was the main reason I thought about and eventually made the switch.
SainterThom

join:2005-05-23
Maineville, OH
That complaint is equal to all companies depending on where. TWC may blow, for you, ATT blows for me.

Meh.
atigerman

join:2002-01-19
Tigerton, WI

1 edit

Dropping them like a.....

I can give you one example.

Once my contract is up with Frontier i'm out and why you ask. The ridiculously low usage cap of 5 gigs. This isn't the 80's internet, todays internet is in High Def.

I'm going to give Charter a try

Nightfall
My Goal Is To Deny Yours
Premium,MVM
join:2001-08-03
Grand Rapids, MI
Reviews:
·ooma
·Comcast
·Callcentric
·Site5.com

2 recommendations

Very few areas have competition

If there were more competition in all areas, there would be more people switching. I think that a lot of people don't switch because there isn't anything to switch to besides dialup.
--
My domain - Nightfall.net
Core0000
Premium
join:2008-05-04
Somerset, KY
Reviews:
·Time Warner VOIP

Re: Very few areas have competition

said by Nightfall:

If there were more competition in all areas, there would be more people switching. I think that a lot of people don't switch because there isn't anything to switch to besides dialup.
Isn't that the truth..

I'm a little gun shy as the old saying goes of switching back to cable because of the bad experience I had with it before. That crappy reliability.(I guess it was oversold or something in my area, I really don't have a good understanding at all, how the networks work etc.)

The only difference is, that Charter was bought out, or moved out or something.. or maybe there plan with the city ran out. I have no clue, anyways, and NewWave Communications now owns the lines..But I really don't know much about them.(Well there website is sorely lacking as far as information goes)

KrK
Heavy Artillery For The Little Guy
Premium
join:2000-01-17
Tulsa, OK
said by Nightfall:

If there were more competition in all areas, there would be more people switching. I think that a lot of people don't switch because there isn't anything to switch to besides dialup.
Quoted for truth. You've tried DSL, you've tried Cable (assuming you can get both.). There's nowhere left to switch to, even if you're not very happy with either.
--
"Fascism should more properly be called corporatism because it is the merger of state and corporate power." -- Benito Mussolini
mlundin

join:2001-03-27
Lawrence, KS

Pretty much...

This pretty much sums it up for me. Hell, I don't have 4 hours to dick around on a weekday. And it's not like I've ever had an installer show up at the beginning of that window... it's almost always at the end.

Cheese
Premium
join:2003-10-26
Naples, FL
kudos:1

OMG!

YOU SAID ASS KARL! WON'T YOU PLEASE THINK OF THE CHILDREN!
disc

join:2005-12-31
Raleigh, NC

If the pricing is not competitive, why bother? (EOM)

EOM

RayW
Premium
join:2001-09-01
Layton, UT
kudos:1

1 recommendation

I will still take Xmission over anything else around here

Even with 1.5/1 service via qwest. My biggest hope is that Utopia will get a line up here and I can get a real connection and dump qwest. But I doubt if it will happen, I think qwest's bought bill crippled Utopia to much.

If you can't compete on value and quality, buy a bill to kill the competition.
--
I am not lost, I find myself every time.
jmmilner

join:2001-11-20
Yorkville, IL

In Comcast's Case

Having seen Comcast's scheduling methods and their TechNet web-based workflow management system, I can tell you that getting a tech to a given job in the 4 hour window is purely luck of the draw. On a slow day (when Comcast isn't doing non-pay disconnects so as to manage their quarterly earning numbers) if TechNet doesn't crash you may be lucky. Otherwise the techs will be overbooked, TechNet will be overloaded and slow, dispatch will put techs on hold for upwards of 30 minutes, and most techs will be lucky to finish their 8 hours of work in 12. Comcast cuts their costs and your time isn't one their cost, especially when it becomes a powerful retention aid!

wifi4milez
Big Russ, 1918 to 2008. Rest in Peace

join:2004-08-07
New York, NY

I did switch

I have had TWC for years, and I have been very satisfied (see my review to the left). However, FIOS was just installed in my building and they offered a great promotion to get people to sign up. For the first 3 months I will be paying $60 (plus taxes) as opposed to almost $200 (in total), so bye bye TWC. I think most customers would also switch to save money, especially in this economy.
--


FFH
Premium
join:2002-03-03
Tavistock NJ
kudos:5

Re: I did switch

I'd switch - IF the price is right, capabilities are equal or greater, and service level of the competitor is of equal or greater rating. Otherwise, why go thru the grief.

wifi4milez
Big Russ, 1918 to 2008. Rest in Peace

join:2004-08-07
New York, NY

Re: I did switch

said by FFH:

I'd switch - IF the price is right, capabilities are equal or greater, and service level of the competitor is of equal or greater rating. Otherwise, why go thru the grief.
No question about it, if it didnt make sense I wouldnt have done it. I am going from 5/512k to 20/5, getting double the useful channels (movie channels, etc.), AND saving roughly $65 to $75 per month.
--


en102
Canadian, eh?

join:2001-01-26
Valencia, CA
said by FFH:

I'd switch - IF the price is right, capabilities are equal or greater, and service level of the competitor is of equal or greater rating. Otherwise, why go thru the grief.
Exactly... I haven't switch to AT&T yet because, w/o VoIP service, I'd end up paying $20-$40/month for less service.

TWC Bundle: $89.95 = VoIP unlimited, 6Mbps HSI (now 10), Digital TV (1 STB) + Analog TV

AT&T Bundle: $90 = VoIP unlimited, 3Mbps HSI, Digital TV (1 STB)

Since AT&T doesn't currently have VoIP/Uverse Voice in L.A., the '$30' becomes $45 for the same features, then adds $13 of POTS fees. To go from 3Mbps to 6 or better costs more, as do any extra STBs (no analog service). Getting expensive very fast.
--
Canada = Hollywood North
Rob2647

join:2008-08-12
Rochester, MI

That did not stop me...

I left Comcasts gawd awful service for U-verse. I was more than happy to muddle through it. Heck I was more than happy to help the installer. Been happy ever since.

jkj860
The Final Frontier

join:2002-01-10
Valparaiso, IN

75% Of Broadband Customers Would Switch ISPs

"They expect their service provider to turn up at an agreed appointment time, and if that promise can’t be made, they will prefer to avoid the inconvenience altogether."

Good luck with that! Expect to spend an entire day off with any service/repair company. If your expectations are higher than that, your not realistic. Just the way it is. Don't set yourself up for disappointment.
--
I know you think you understand what you thought I said, but I am not sure you realize what you heard is not what I meant. Nixon

hayabusa3303
Over 200 mph
Premium
join:2005-06-29
kudos:1

not so much the install

Its more in the way of repair and up time and caps it what will drive this market now.
Vtr_Racing

join:2006-09-04
Pflugerville, TX

Piss me off!

Treat me crappy and dont value my patronage. I HAVE NO PROBLEM SWITCHING IN A NEW YORK MINUTE.
chuckie1

join:2006-06-05
Gulfport, MS

i'd switch

i'd switch providers if there was another provider to switch to. dsl not available on my street. cable gives me 5Mb down, 500kb up for $53/month with a daily cap of 2.5GB i think. horrible compared to many other cable providers. Uverse is coming in a year or two and i'll have to investigate switching to it.

Irun Man
Spartan up
Premium
join:2002-10-18
Walden, NY

Sure I'd switch, if only

(A) Frontier DSL were NOT my only wireline broadband option;

(B) Verizon FiOS or Optimum Online were available.

Verizon won't overbuild in Frontier territory, and Frontier has no FTTN/FTTH plans. Looks like I'll have to move first!
--
Don't pay ME back, pay it forward.
wcnghj

join:2008-05-01

TWC

I feel I have a pretty good deal via TWC. Basic cable is $18, digital phone local is $25, and Roadrunner 7/512 is $35.

Bill totals under $82, whenever the promo on the roadrunner runs out I just call and ask for it again.
paule123

join:2002-07-25
Cleveland, OH
Reviews:
·Clearwire Wireless

My AT&T DSL self-install couldn't have been easier

Ordered online, received equipment next day. Two days later the circuit was activated at the CO. AT&T supplied a CD with a flash-based guide that walks you through hooking everything up and activating. I'm not a huge fan of AT&T but have to give them props for a smooth install and an installation package almost anyone can understand.

Much easier than the botched Comcast cable modem self-installs I've attempted before. (software that doesn't work, a web site that doesn't work, repeated calls to get to that local tech that knows how to activate a MAC address, etc.)

michaelmanna

@Level3.net

OMG

did you guys click on the link? The author's picture - He looks like Fatal1ty in 20 years from now...

braynes
Premium
join:2005-03-14
Waterville, ME

Re: OMG

said by michaelmanna :

did you guys click on the link? The author's picture - He looks like Fatal1ty in 20 years from now...
Hello What link are you speaking about?
Bruce

EmoBaboon

@41.157.12.x

South Africa

My country is probably the most expensive in the world. We have one monopoly controlling all internet coming in and out of the country. Telkom

We pay 100+ $US for uncapped internet from an ISP Plus 80 dollars to get line rental contract

180dollars(US) per month
»en.wikipedia.org/wiki/Internet_i···h_Africa

If we had your type of competition in our country probably we would've seen 90% or more people interested in migrating that's for sure. This is why we get signed into 24 month contracts incase competition arrives no one would be able to switch providers haha