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IP: ISP Survey Results released. --- Internet Providers Are Receiving Sub-standard Customer Services...
From: David Farber <farber () cis upenn edu>
Date: Thu, 13 Apr 2000 15:26:09 -0400
X-Priority: 3 Date: Wed, 12 Apr 2000 01:34:04 -0400 Reply-To: Telecom Regulation & the Internet <CYBERTELECOM-L () LISTSERV AOL COM> Sender: Telecom Regulation & the Internet <CYBERTELECOM-L () LISTSERV AOL COM> From: Kushnick <bruce () NEWNETWORKS COM> Subject: ISP Survey Results released. --- Internet Providers Are Receiving Sub-standard Customer Services... To: CYBERTELECOM-L () LISTSERV AOL COM Dear Cybertelecomers, I thought many of you would like to see this report. Also, I've been asked by staffers at the FCC what laws are being violated and what next steps should be proposed. I hope some of you will take a crack at the answer on this forum. Also, for balance we've added a short piece at the NNI site "Putting the Survey into Perspective", that should answer some of the questions about the survey's results. Bruce New Networks Institute To Read the Report or Summary http://www.newnetworks.com INTERNET SERVICE PROVIDERS (ISPs) ARE RECEIVING SUB-STANDARD CUSTOMER SERVICES, COMPETITION STIFLED, NEW SURVEY FINDS DSL CUSTOMERS WHO USE COMPETITIVE ISPS ARE BEING HARMED New York--April 12th, 2000 --- New Networks Institute (NNI) today released the results of a survey of Americas Internet Service Providers, focusing on their relationship with the local phone companies, including the Bell companies (Bell Atlantic, BellSouth, SBC Communications (Pac Bell, Ameritech and Southwestern Bell) and US West), and GTE. "Small and mid-sized ISPs represent almost half (46%) of all online customers (source: Boardwatch Magazine), and this group has generated some of the real innovations of the Internet and World Wide Web. However, based on the findings of this survey, the local Bell companies and GTE are causing serious harm to the Internet Providers and their customers. This includes not only a loss of revenues, but the Bells are also stifling competition and the growth of America's Digital Future" stated Bruce Kushnick, Executive Director of NNI. Primary Findings: a.. SMALL ISPs Are Receiving Substandard Customer Services From The Local Phone Company. Across the board, the ISPs rated their services as "sub-standard" in virtually all categories, and only 8% of ISPs gave the Bells an overall passing grade (above 6.5 out of a possible 10). On a scale of one to ten, the survey respondents gave the Bells an overall average of just 3.7, a seriously failing grade. a.. There is a Litany of Problems Being Created by Bells. According to the respondents, 62% of ISPs claim that phoneline problems happen frequently or continually, 57% state that trying to have orders fulfilled takes months, while 46% state it can take days or longer for repairs. a.. These Problems Are Not Isolated. There is a Clear Pattern of Abuse Throughout The Entire Bell System And GTE. From Texas to California, New York to Florida the problems encountered are happening throughout the Bell System and GTE a.. DSL Deployment Is Being Stifled By The Bells There are a litany of problems facing the marketing of DSL and the interface with the Bell companies. For example: a.. 71% of ISPs have had lost orders by the local phone company b.. 59% have had their customers "slammed" by the Bell (meaning that their customer was changed over to the local Bell without their permission) c.. 53% have had their customers told they wouldnt have problems if they switched to the Bell company product. a.. ISPs That Are Using CLECs (Competitive Local Exchange Companies) Feel That The Competitors Deliver Better Services, But That They Are Also Hampered By The Bell Companies. Throughout the responses, those who use a CLEC gave the companies almost double the rating of their Bell/GTE counterparts. However, as most of the ISPs point out, the CLEC still has to interface with the Bell company and this still causes problems. a.. The Majority Of Small ISPs In Secondary Markets Across America Do Not Have A Choice Of Providers, And Are Being Priced Out Of The Bells DSL. In many states, non-urban ISPs are still totally dependent on the local Bell to provide services and the majority point out that the Bells has either freezed them out of the market by offering services below cost, or they are not giving the ISP adequate services. a.. The Majority Of ISPs Are NOT Receiving Adequate Help From Their Local Public Service Commissions To Stop Bells Abuses, Even Though The Bells are Violating The Telecom Act of 96 And State Laws. Almost 75% of ISPs have attempted to get help from their state Commissions regarding their problems with the local Bell. However, the majority, 63% of those who approached the Public Service Commission to get help got no results. a.. Customers of the Internet Providers are Being Harmed by the Bells Actions. When phonelines arent working or the phone company doesnt show up for an installation, this has a direct impact on the customers who are using the ISPs services. "With 89% of ISPs believing (and documenting) that they are being harmed, NNI believes that the FCC and the states should immediately investigate the ISPs claims of inadequate customer services and anti-competitive practices by the Bells and GTE, " states Kushnick. NNI acknowledges that even though this survey was conducted using a random mailing to ISPs by the United States Internet Service Providers Alliance (USISPA), any survey that is conducted online and is "self selecting", has its limitations. However, findings by the FCC and the Department of Justice corroborates the serious problems facing ISPs when dealing with the Bell companies. See: http://www.newnetworks.com For more information, please contact Bruce Kushnick at bruce () newnetworks com or 212-777-5418. NNI also can supply a list of Internet Service Providers around the country who are available for press/media interviews. To Contact Internet Providers, survey () newnetworks com
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- IP: ISP Survey Results released. --- Internet Providers Are Receiving Sub-standard Customer Services... David Farber (Apr 13)