Possible Way Out Of DSL Hell

New Edge Networks is touting its solution to installation woes.

by Patricia Fusco ISP-Planet Managing Editor [September 22, 2000]

Back in July the international research firm, ATLANTIC-ACM released a report slamming the customer service record of many of the nation's top digital subscriber providers.

At the time the report was issued, Judy Reed Smith, ATLANTIC-ACM chief executive officer said DSL providers still have a chance to rectify the situation since the market for copper-based broadband is booming.

Cure for the common woe
Washington-based New Edge Networks thinks it's found a cure for common DSL woes.

The national wholesale broadband provider delivers high-speed services to midsize and semi-rural markets. New Edge Networks Monday created a customer council to review its DSL service and make recommendations about how to improve it.

New Edge Network's "Key MVP Council" is made up of 15 national, regional and local resellers' representatives. The group is set to get together on Sept. 21 and 22 in Vancouver, WA tasked with reviewing and recommending ways to improve the end-user's DSL experience.

Dan Moffat, president, New Edge Networks chief executive and co-founder said the industry has a bad reputation because it can't keep up with spiraling broadband demand.

"Our industry has a black eye because it flat out can't keep up with demand," Moffat said. "Through our MVP Council we intend to identify solutions that will help clear the bottlenecks and demonstrate that we can keep up with massive broadband demand."

The FCC is in
In August the Federal Communications Commission released a report on advanced broadband services in the U.S. The penetration rate for advanced services more than tripled from 0.3 percent of U.S. households reporting at the end of 1998 to 1.0 percent at the end of 1999. Of the 1.0 million subscribers to advanced services in the FCC second look, approximately 875,000 subscribers used cable-based services and approximately 115,000 had DSL access with the remaining balance subscribed to other media.

Compared to the totals in the first report, cable companies increased their subscriber base approximately three-fold and high-speed service providers increased their DSL subscriber base approximately four-fold.

Moffat added that pressure from cable-modem services forced the wholesaler to address DSL issues head-on.

"Overall DSL customer experience must improve or players will pay the consequences as prospective customers seek alternative providers and technology solutions," Moffat said. "Customers are tired of being pushed from pillar to post, we must provide them the ticket for getting out of DSL hell."

After the inaugural Fall meeting of the MVP Council, New Edge Networks intends to rotate other affiliates into the process to keep a fresh perspective at upcoming meetings.

Market maker
Since last December, New Edge Networks has installed DSL network equipment in more than 510 telephone company central offices in 28 states. More than 350 of these sites are now operational for DSL service. New Edge Networks plans to provide service in all 50 states by the end of next year.

As a wholesale service provider, New Edge Networks offers its DSL service through resellers made up of Internet service providers and other communications companies.

Larger DSL wholesalers and providers have been wringing their hands, trying to put a finger on resolving installation and connectivity problems. But, New Edge Networks has taken the issues to its clients that customer's contact first when service is down, ISPs and common carriers.

DSL access has become a do-or-die market for wholesalers, in the struggle to provide top-notch customer service New Edge Networks may have found the key for edging out rivals.

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