Re: AOL Troubles (some thoughts)

["Bryce W. Harrington" <bryce@alumni.caltech.edu>]

I've gotten several responses regarding this thread.  Thanks Walker, 
Constance, and everyone else.

Walker asked if I had any recommendations, and I figured with the response,
others might like to hear further opinions and speculations on my part.
This is a really long message, but if you are thinking about switching
services or if you are very dissatisfied with your current internet
hook-up, you may find the following helpful.

* On AOL *

Now, I must first say that I've never used an AOL account, so my opinions
have been built from what I've heard from other people and things written
in magazines and on the net.  But I've been paying attention to AOL and
the internet service market in general for about 4 years now so I think
I have a fairly good handle on the situation.

Let me first say that AOL serves a very useful purpose in the Internet
in that they do an excellent job of introducing people to it.  They 
provide easy to install, easy to use software that is readily available
to everyone everywhere.  But I consider AOL to be akin to training wheels.
If you're serious about riding a bike, you have to take the training wheels off
at some point.  Similarly, if you want to get full use out of the Internet, 
you owe it to yourself to switch to an Internet Service Provider (ISP)
that meets your personal needs.

Here's a little speculation about AOL.  This is my personal
opinion, not anything that I've read or seen anywhere, BTW.  I think
that AOL is going to do some things to address the recent complaints
about service, but it is going to be too little.  Things will
temporarily get better, but will never get truly "good" - just good
enough to where the complaints stop.  The software will always be a step
behind the times, the connection technology will always be a generation
behind (and thus you'll have a slower connection), and the features will
always be mediocre.  This is okay for newbies who don't know any better,
but experienced users like you deserve better.

* Finding the right Internet Service Provider *

I wish I could tell everyone, "Switch to X, it's the best ISP out there,"
but I can't.  There is no perfect ISP, at least not yet.  Also,
everyone's needs are different - some people want something inexpensive,
others something fast, some want to have space for a web page, others
just want email and a web browser.  The price for most ISPs is the same
- right around $20/month.  If you want more features you can go up to
$30, and if you want to scrimp you might find one for $15 or even $10.  

My one big piece of advice to all of you who are thinking of switching,
is to pick an ISP that has good tech support.  The reason is that at
this stage of the game the technologies are still a bit imperfect:
Installation is still not quite as smooth as it needs to be, connection
problems are common, and a variety of other seemingly random problems
crop up from time to time.  Unless you're a network expert/unix guru you
need access to someone who is, for your own sake.  

So how do you find it?  Well, I know that many of the largest ISPs, like
AOL, Netcom, and others have rather poor support just because they have
so many users and so few employees.  I believe that some of the smaller
outfits would be much better in this regard because the ratio of service
people to users is much higher.  With a small ISP company you're more
likely to be able to talk to a real person and get a real explanation
why you haven't gotten any email in 3 days.

Another reason to go with a small provider is that "the time is right".
Many of these small companies have been working to establish themselves
as ISPs for the last year or two and by now they've got the experience
and hardware to provide excellent service.  Plus, by going with a local
provider you'll be keeping money in your community and all that.  Not to
mention that with a small ISP you may be able to get your first choice
of a username - you can be richard@... instead of riqHar12@aol.com.  :-)

So the next question is, how do you find these smaller ISPs?  In general
these companies will be local, so check your Yellow Pages.  Often there
are local computer clubs that put out free newsletters or magazines that
have ads for these local providers.  Check your local library for these.
And of course I'd be remiss without pointing you to the internet; all
ISPs have web pages that will give more info about their service.  There
may also be some third party web pages describing ISPs.  Check your
library's web page, and your city and state web pages.  (BTW, the ISP
that holds your city's web page is often an excellent choice for you,
too.)

Also, talk to friends.  That's the best way, because you can get first
hand knowledge of the quality of the service provider, and you may be
able to get someone to help you walk through the installation process.

* Testing the New Provider *

When you do find one, try it out for a month or two before making a
commitment.  And when you decide to switch over, you should check and
see if AOL will forward your mail to your new account.  Almost all ISPs
will do this for free no problem, but AOL might not be so considerate.

One warning, though.  Be aware that installation *may* be a touch more
challenging than it was with AOL.  I know this won't scare most of you
becuase you know that once the account is set up then it's clear sailing
from that point on.  If you have a computer-smart friend or relative,
have them come on by when you sign in, just in case there are any
problems.  Doing the install right the first time will save headaches
later on.  Believe me.

Another potential danger is true for all small businesses - going OUT of
business.  Now, I've heard nothing about these small companies getting
bought out or going broke, nor have I heard any hint of scams or rip
offs, but as with any industry the possibility does exist.  I don't
think that this should be much of a concern for you, but if it is you
might want to consider going with one of the larger ISPs like Netcom.

* Other Considerations *

o  When testing a new ISP, try calling in at many times during the day.
   If you get any busy signals, that's generally a very bad sign.
o  If you're having connection drops or other problems, check your phone
   for line noise:  Lift the receiver and press a number key.  If you
   hear any hissing or popping - or anything other than silence - call
   your phone company to check your line.  I believe they'll do this for
   free. 
o  You may know nothing of making web pages now, but if you think you'd
   like to learn, consider getting an ISP that provides web space.  1 MB
   should be sufficient for personal homepages, 5 or 10 MB is required
   for a large web site (like if you want to upload all of your
   genealogy files).  
o  There are some free services out there, but these are generally not
   for the faint of heart - they have usage restrictions, or require
   advanced unix knowledge, or are always busy.
o  If you do a lot of traveling and take your computer with you, or if
   you move frequently, then a local ISP may not be enough for you.  
   A national ISP may be a better choice.

* Conclusion *

Well, I really hope the above information is of use to any of you
looking for a change, and especially you AOL users.  While one ISP may
not be as good as another, nearly all of them are better than AOL.  And
changing to a new ISP may involve a few days of trouble, but in the long
run you'll be much happier for it.

Good luck!

Bryce