Best of the ISP-Lists

For Whom The Bells' Tolls Fail

One person complains to the ISP-Bandwidth list about the amount of time it takes to get a T-1 line. You'd think that the phone company would install thousand-dollar-a-month services faster than they install DSL, but you'd be wrong.

[June 8, 2001]

On the ISP-Bandwidth list in May, JS inquired,

"I have ordered my first T-1: it has been sixty days since I was approved, and I still have no idea when they are going to install. Is this typical? How long should it take to get an install date?"

EP asserted that this problem occurs often:

"Waiting a long time to get answers from providers is typical. The amount of time is takes to get the line installed is usually based on your area and phone company. The provider orders the line from the phone company, and phone companies are usually backlogged. It's usually taken two months for me. Just keep calling and asking for a supervisor: I had a line go down once, and I called every hour until they got someone dispatched."

Some respondents suggested it's all about getting the right sales rep:

[JF observed] "If you have an aggressive sales rep, they can get the T-1 installed earlier."

[JM agreed] "A good rep will make sure the signed contracts get quickly and efficiently moved through the approvals stage: this can take at least a week or more with some carriers. Secondly, they'll make sure all critical information is correct the first time from a technical and logistical point. Finally, they'll make sure addresses and equipment locations are all correct."

Others felt that quality service shouldn't be dependent on finding the pushiest rep:

[JM scoffed] "You mean once you sign on the dotted line, your fate is in the hands of the sales rep and the degree of this person's aggressiveness? What about the rest of the company whose services are being purchased? They're just going to stand around until they're prodded into action by some sales guy?"

[YM agreed] "Sales reps aren't responsible for facility issues and poor circuit implementation. Sales reps are liaisons after the sale is complete. In no way is a timely install up to the sales rep."

[ES added] "Delays in installation are most often due to the LEC not providing the facilities and, even then, causing problems with number portability. Salespeople do not have any power to speed up an install."

JR contended that these kinds of problems are starting to disappear:

"Crappy customer service has been the hallmark of many big carriers, but the 'big dogs' are waking up and realizing it's not acceptable. It is never acceptable to fail to update a customer or to blow them off in that way."

— End