The cost of broadband connectivity in the United States is a joke. DSL runs between $25 and $35 on average for a 1.5/512 connection and Cable typically runs $42 (with Cable service) for a 3.0/386 connection. I know that in the US we're made to believe those deals are good, but they're not.
In Asia and much of Europe people are paying $22 for 6MBs down and 3MBs up. When all's said and done, it seems everyone else is getting at least 4 times the value we are.
So enough of that - let me tell you my story about my recent switch from Comcast Cable to SBC/AT&T Yahoo! DSL.
First let me tell you the reason for the switch. Comcast runs me $42 a month and is reliant on me having their basic cable service which I'm not sure I want anymore. And while I get incredible download speeds (3mbps) - the upload could be better. Right now it's only 384kbps and I do a lot of uploading of video/audio files that are huge.
Then I came across SBC's site that offers 1.5 to 3.0 mbps down and 512kbps up for only $21.99 for the first 6 months. On top of that you get 3 months for free if you switch from cable. The savings are adding up in my head. Now after the 6 months rate, the price is $35.99 a month, so it's still cheaper than cable. All's well.
I opted for the self-installation pack because that's cheapest. Having a technician come out is $200 (absurdly overpriced). The package arrives, I open it up and plug in the DSL modem. I've done this many times before, so I was not intimidated... yet.
I set it all up and plug my laptop into the modem to log on. Nope, doesn't work. I look to the instructions to see if I missed something. The only instruction in the booklet is to install their software on the CD they give you. No, I'm not putting a bunch of SBC software on my Mac. I look for the alternative setup for those who have routers (as I do) or just don't want to deal with the software. There's NOTHING.
I look in the Troubleshooting section where it mentions a little about connection issues and says to configure your modem using your web browser. No problem, done this before too. Asks for user ID and password - I use the one I have for my phone account online (only one I've ever been given). Doesn't work.
I call tech support. They assume I have a PC right off...
Okay, go ahead and open Internet Explorer by going to Start > All Programs
I tell him I'm on a Mac. We continue and he gives me this special default login for the modem, then I go to a registration page and here's where it gets ugly. Next is an overview of the conversation I had with this guy...
Shane: Um, I got to a page that seems to be frozen on this registration site. Nothing's submitting.
SBC: Okay, go ahead and open up Internet Explorer and go back to the--
Shane: I'm on a Mac, I don't have IE
SBC: Well, you need to download it cause that's the only browser that can work with our registration site
Shane: But Microsoft doesn't even offer IE anymore and it's super outdated. So Safari or Firefox won't work?
SBC: No, cause we use ActiveX controls in our registration form
Shane: But ActiveX is only sparsely supported on Mac IE. You guys don't have a Mac version of your registration that will work on all browsers?
SBC: No. Do you have Opera? Cause that will work too.
Shane: Wait, Opera will work? But Opera doesn't support ActiveX even on Windows without an additional plug-in to emulate and even that's buggy and Windows only.
SBC: No, Opera can do ActiveX
Shane: Okay, well no, I don't have that and I'm not installing more software just to register, so can I go on without registering?
SBC: Yeah, of course.
Shane: Done, thank you.
SBC: Thank you, and is there anything else I--
Shane: (Click)
Is this just a case of bad tech support? Maybe, but I think it's silly that their self-installation instructions don't have an alternate method of setting up the service that doesn't include relying on the bundled software. For people with routers you'd almost always have to call in because there's no way to know about this secret special login you have to start with.
That's my rant anyway.