Ditch Your Dial-Up
We survey nearly 5000 cable and DSL users for the lowdown on broadband now, from the best (and worst) providers to new service options and tips for saving money.Brad Grimes
Brad Grimes is a contributing editor for PC World.
Broadband ISPs have gotten a bad rap lately, but our research into the current state of broadband reveals a surprisingly positive picture. Almost any U.S. Internet user who wants it can get it, with fewer service and installation hassles than in the past. But above all, we found that once people get service, they're hooked.
Cynthia Basinet, a Los Angeles-based vocalist who publishes her recordings on the Web, is one user who won't go back to dial-up. Basinet relies on her broadband service to collaborate with a Canadian multimedia production firm and to keep in touch with music fans worldwide.
But even as Basinet praises broadband, she admits it isn't perfect. In fact, her EarthLink DSL service was down for a few weeks due to a bad modem.
"Going back to [dial-up] temporarily [was] a bit of a hassle," she says, "but I'm a loyalist, and DSL is the only way to fly."
Basinet's story isn't unusual. In our survey of Internet users who either already have broadband service or want to get it, most indicated that they are willing to endure installation and support headaches in exchange for fast downloads, streaming media, and freedom from busy signals.
The vast majority of Internet users still dial up, but the number who use broadband is growing rapidly. Broadband accounts are expected to climb from 11.5 million in 2001 to 43.4 million in 2005, according to Amy Harris, program manager for IDC's Broadband Markets and Technologies group. That's a dramatic rise for a service category that was notorious in the past for installation headaches, spotty availability, and subpar customer support.
If you're still holding out on broadband because you've heard too many horror stories about interruptions in service and disappearing providers, no one could blame you. This article will let you know what you can expect when you're ready to take the plunge, based on the recent experiences of real broadband users.
Comparing Broadband Providers
To gauge user satisfaction with currently available broadband technologies and ISPs, we conducted a survey from August through September 2001 on PCWorld.com. We asked site visitors to describe their overall satisfaction (on a seven-point scale ranging from Extremely dissatisfied to Extremely satisfied) with their broadband ISP service, and to rate the service's installation, performance, features, and value. Though we would have liked to compare ISPs on connection speed, too many uncontrollable variables affect performance to allow us to measure and judge it accurately.
There are many more ISPs in the United States than we could cover in this story, and they have varying service areas and offerings, so we can't make direct comparisons or rank providers. Instead, we provide examples of good pricing, features, and service so that you'll know what to look for when you evaluate the broadband options in your area.
So what did our survey show? For one thing, cable ISPs have had the happiest customers. Slightly more than 76 percent of surveyed cable Internet subscribers said they were Extremely satisfied or Very satisfied with their service. (We conducted our survey before Excite@Home's financial woes caused service interruptions to hundreds of thousands of users.) In contrast, 58 percent of respondents who use DSL and just 36 percent who use satellite were similarly satisfied. Meanwhile, users of less-common fixed wireless rated their service as highly as cable users did theirs.
Cable Shapes Up
In recent years it seemed as if cable Internet would relinquish its market lead to DSL because, as PC World has previously reported, cable providers were known for their terrible customer service.
But lately cable companies have cleaned up their act. Through the National Cable and Telecommunications Association, cable companies have come to an agreement on what good customer service is. They've improved the time it takes to resolve problems, and they're starting to reap the benefits of this change, says IDC's Harris. And significantly, cable is still more widely available than DSL and usually costs less per month, especially when providers offer package deals for TV and Internet.
In addition, most cable systems in the United States can now deliver two-way high-speed access (in the early days of cable-based Internet service, many cable connections delivered data downstream only, so you had to use a dial-up modem to send e-mail, for example). And slowdowns caused by too many users on a cable node at once (exaggerated for comic effect in some DSL ads) haven't materialized, largely because cable providers now monitor bandwidth usage and can quickly allocate new resources to keep performance high.
Cable's Happy Campers
More than twice as many cable users as DSL users completed our survey, which mirrors the national ratio of cable to DSL subscribers.
Bruce Reichert, who uses Cablevision's Optimum Online Internet service in Huntington, New York, is quick to rate the company's service as second to none.
Two years ago, Reichert bought the $130 Optimum Online self-installation package. It contained everything he needed to set himself up.
"They took my cable TV information at the store and had my service up before I even got home," says Reichert. Now customers can buy the modem in a store and sign up for the service online.
Our survey confirms that tech-savvy users who have the option to install the hardware themselves like the convenience and the setup-cost savings. In fact, 39 percent of cable users and 76 percent of DSL subscribers in our survey did so. Broadband service started up much more quickly for cable users than for DSL subscribers, however. Self-installation should mean that your service kicks in sooner, but our survey bore that out only for cable users: 75 percent of cable respondents (and 85 percent of Cablevision users) said their service was installed within two weeks, whereas just 23 percent of national DSL users and 32 percent of regional DSL users said the same. Phone companies must verify that potential DSL subscribers' phone lines are suitable for service, which adds to the wait.
If you can choose between cable and DSL, take a good look at cable first. If you already pay for cable TV, ask about a package discount. Nearly all cable providers allow self-installation, which can reduce installation fees by more than half. And make sure you can buy your cable modem. (Typically, these cost around $200.) AT&T subscribers, for example, can buy a modem for $199 or rent one for $10 per month--which adds up to $240 over two years and pushes the service fee as high as $56 per month.
No One @Home
Cablevision wasn't the only high-scoring cable ISP in our survey. Cox Communications and Road Runner also earned high marks, and users praised both ISPs for their connection speed and reliability, as well as for their service and technical support.
Cox is one of several cable companies (Adelphia, AT&T, Charter Communications, and Comcast are among the others) whose customers were served by Excite@Home, the owner and operator of a large physical cable Internet network. But in October 2001, Excite@Home filed for Chapter 11 bankruptcy protection, and at press time the company was scheduled to shut down in February 2002. Cox, Comcast, and other resellers of Excite@Home were left scrambling to build out their own networks or find other infrastructure providers.
During its bankruptcy proceedings in early December 2001, Excite@Home terminated service to about 850,000 AT&T Broadband subscribers. The AT&T customers lost their service for anywhere from one day to one week, and many complained of having difficulty eliciting information from AT&T about when service would be restored.
Regardless of who owns the infrastructure, each ISP has its own installation, billing, and tech support policies, all of which directly affect consumers. Ordinarily you can't choose among cable ISPs because of cable companies' local monopolies, but you can check out your local cable provider's service policies before you opt in.
DSL's Uphill Battle
DSL providers have struggled lately. Although many DSL users still love their ISPs, only 58 percent of surveyed DSL users said they were Very satisfied or Extremely satisfied with their service. Part of the problem, says Cahners In-Stat Group senior analyst Ernie Bergstrom, is that many DSL users were stranded when NorthPoint Communications and Rhythms NetConnections, which provided lines to retail ISPs, went out of business (see "What to Do When Broadband Providers Close Down"). Having been burned, many abandoned customers are understandably wary of DSL; other DSL users have run into other service issues.
In 2001 major DSL providers raised prices, making an already expensive service even costlier. Today, consumer DSL costs about $50 per month on average. You shouldn't have to pay more than that (unless you're ordering a special service).
Two of the biggest problems plaguing DSL are faulty and slow installations, Bergstrom says. Our survey confirms that assessment. For example, 22 percent of Verizon customers surveyed said it took between one and two months to get connected.
Joe Potts, a Lockheed Martin software engineer from Rockville, Maryland, knows how hard it can be to get DSL. Potts signed up for Verizon DSL back when the company was called Bell Atlantic.
"Ordering was simple and done completely online," Potts explains. But getting the service to work took several attempts and multiple calls to customer service, with typical waiting times on hold of 40 to 75 minutes. "They finally told me I had a broken modem and promised to send out a new one," says Potts. "In the meantime, I asked a Windows-savvy friend for help and he got my so-called broken modem working. Finally, I was online."
Despite the rough installation, subsequent service outages, and a required $99 modem upgrade, Potts is now happy with Verizon DSL.
The South Rises Up
DSL availability continues to be spotty because typically a user must be located within 18,000 feet of a provider's central offices. But BellSouth, a regional Bell, has upgraded some of its remote terminals to handle DSL, and it can now reach more than 70 percent of the households in its area.
And that's not all BellSouth has done right. By aggressively pushing its service through discounts and through package deals with Dell, the company is gaining satisfied subscribers.
In our survey, more BellSouth users (78 percent) considered themselves Extremely satisfied or Very satisfied than users of any other regional or national DSL provider. EarthLink placed second in overall satisfaction, with 63 percent.
When it came to connection performance and ongoing support, BellSouth users were as pleased as cable users. Among regional providers, Pacific Bell and Southwestern Bell trailed other ISPs. Just 29 percent of Pacific Bell customers and 38 percent of Southwestern Bell subscribers in our survey rated their ISP as Extremely good or Very good for ongoing service and technical support.
National DSL providers also have a long way to go in subscriber satisfaction. America Online had the fewest happy DSL customers, with only 47 percent calling themselves Extremely satisfied or Very satisfied. In particular, they noted displeasure with AOL's installation, connection performance, and support. In overall satisfaction, 51 percent of DirecTV subscribers and 63 percent of EarthLink customers gave their services top scores. Though national service providers have their work cut out for them, some are succeeding on at least some measures. Of the EarthLink subscribers we surveyed, 63 percent rated the features the ISP offers as Very good or Extremely good--a higher score than any other DSL provider received and comparable with that of the best-rated cable ISPs.
Look, Up in the Sky
The runt of the broadband litter has always been satellite. Characterized by difficult, expensive installations, notoriously poor service, and suspect performance, the service meant for anyone who can't get cable or DSL has ceased to be a serious option. See "Tuning In on Wireless Broadband" before you settle on satellite.
Of the 4724 broadband users in our survey, just 47 people reported using EchoStar Starband and 33 said they used DirecWay (formerly DirecPC). Though neither number was large enough for us to draw meaningful conclusions about those ISPs, the combined results give a dismal impression of satellite service. If EchoStar's bid to acquire General Motors' Hughes Network Systems (the company that offers DirecWay) succeeds, the two ISPs may become one in the near future; but the reduction in competition and the chaos that can follow a merger may mean worse service for satellite users.
Our survey results reveal where satellite is stumbling. First, our satellite respondents waited almost a month for installation. That may be due to FCC regulations, which require professional installation. But the FCC doesn't regulate satellite Internet prices, which range from $60 to $70 per month (not including installation and dish purchase) and are higher than the prices for almost any other broadband option. Deals that combine satellite TV and Internet access may lower your monthly bill, but not enough to compete with cable packages. Moreover, 28 percent of the satellite subscribers we surveyed rated their ongoing service and support as Extremely poor, and 13 percent called their connection performance Extremely poor.
Satellite appears to be the only broadband type facing substantial issues now, though. Cable users are the happiest bunch, and DSL customers--once their lines are hooked up--are generally satisfied.
The bottom line: Broadband is the real deal. More PC users than ever have access to it, and improvements to the major services make broadband even more attractive. Deciding on a service may be as easy as learning which one operates in your area. But as your choices expand, it helps to find out what others think about the ISPs that serve your area. Look for features like package deals, self-installation, and free dial-up. And check out "How to Take the High Cost Out of High Speed" for tips on reducing broadband costs.
Consumer Strategy: How to Take the High Cost Out of High Speed
Though the price of broadband can be a barrier for many people, there are some ways to reduce its cost.
Bargain-hunt for a modem. Buying your modem outright is cheaper than renting it over the long term. As long as you stick with a modem that your ISP supports, you can buy it anywhere you want.
Wait for deals. ISPs frequently run specials to attract new customers. Use the prices listed in our chart as a starting point, and look for ISPs to advertise waived start-up fees, free use of a modem, or reduced installation charges.
Make a commitment, save some money. ISPs sometimes offer short-term promotional rates, or discounts for long-term contracts. If you already have an ISP, don't be afraid to ask for a lower rate, especially if you've found a better deal elsewhere.
Do your own home networking. ISPs now offer home networking packages, but in many instances they're not a great deal. EarthLink, for example, will sell you a router for $150--not a bad price. But you'll also pay $10 a month for service and support. You can buy a four-port Ethernet router yourself for less than $100 and skip the monthly service charge. See January's Step-By-Step, "Set Up a Network in a Snap" to find out how to create your own LAN.
Get reimbursed for downtime. When your broadband goes out, keep track of how long it's down, but also call the ISP's tech support and have it log your outage as well. When long outages occur, your ISP should credit you for the time you were without service. ISPs' downtime policies vary, so ask whether you'll be credited before you sign that 12-month contract.
--Michael Gowan
Alternatives: Tuning In on Wireless Broadband
In September 2000, retired Air Force Chief Master Sergeant Tom McDaniel couldn't get a DSL or cable connection at his home in Colorado Springs. But he had a relatively unobstructed view of Cheyenne Mountain, upon which Sprint had recently built an antenna tower for delivering wireless broadband.
"Sprint Broadband Direct was the first high-speed connection available to me, so I took it," says McDaniel. "These days I could get DSL or cable, but I have no complaints with my wireless connection."
Fixed wireless isn't like satellite service or cellular. Setup involves attaching a radio antenna to the subscriber's building; the antenna then receives signals from the ISP's tower and sends them to a broadband modem attached to the subscriber's computer. For current fixed-wireless products, a fairly clear line of sight between antenna and tower is necessary, but more-flexible technology is in the works.
Shared Airwaves
Like users of cable Internet services, fixed-wireless users must share bandwidth (in this case, airwaves); so the more people online, the slower the connection. But since fixed wireless has fewer than 100,000 U.S. subscribers, there's plenty of bandwidth to go around. "I normally get DSL speeds," says McDaniel, "but there are times when I hit 2 or 3 megabits per second."
Pricing for fixed wireless varies. In our survey, 76 percent of fixed-wireless users said they were satisfied with the value of their service. Mike Paxton, a senior analyst with Cahners In-Stat Group, says that fixed-wireless subscribers pay about $10 more per month on average than cable or DSL subscribers pay. McDaniel's monthly bill for Sprint Broadband Direct is $45. And he says he's pleased with the standard of service he gets for his money.
Unfortunately, finding a fixed-wireless service provider is getting harder. Last October, Sprint announced that it would maintain service to its current subscribers but wouldn't add new ones. Soon thereafter, AT&T scrapped its entire fixed-wireless service. And although smaller players exist in the fixed-wireless market, Sprint and AT&T clearly control the lion's share.
McDaniel says that he's ready to switch to EarthLink DSL if Sprint decides to drop fixed wireless completely. For now, his biggest Internet concern is a tree growing in his neighbor's yard. "If it grows any bigger, it may block our access," he says.
Market Watch: What to Do When Broadband Providers Close Down
Despite their tolerance for occasional service hiccups, broadband users tend to go ballistic when their service goes down with no promise of ever coming back (see "Surviving the ISP Shuffle").
Before Excite@Home's bankruptcy and service disruptions gave cable Internet a fresh black eye, a string of company failures made DSL seem especially risky. NorthPoint Communications sold DSL bandwidth to retail ISPs, including EarthLink and MSN. With little warning, NorthPoint shut down its network in March 2001, leaving customers in the lurch nationwide.
David Worenklein, a computer programmer in Greenwich, Connecticut, was one NorthPoint casualty. When NorthPoint went under, Worenklein's ISP said it would try to find him a new service provider.
"They said there were no other carriers that could provide service to my home," says Worenklein. "But that didn't make sense to me, so I did some research and found AceDSL. About a month later, I was online with DSL again."
After NorthPoint shut down, Rhythms NetConnections went bankrupt. Most recently, Covad Communications filed for Chapter 11 protection, although it probably will survive its reorganization. Phone companies were left to placate angry consumers. The history lesson is clear: Broadband providers have proved to be volatile, so subscribers must prepare to have their connection yanked at some time. Here are some ideas for picking a robust ISP, and tips for hooking up with a new ISP fast.
Investigate your Baby Bell. A phone company is probably a reliable first-choice ISP. After all, it's unlikely to go under anytime soon. But don't sign up with your regional Bell before evaluating its services.
Research your options. Pay a visit to DSLreports and evaluate the ISPs in your area. Compare costs and features to create a shortlist of ISPs you might turn to for backup.
Know Your ISPs' ISPs. Find out who provides the physical lines to your ISP. If your ISP's bandwidth provider seems to be on shaky ground, it's probably a good time to find an alternate ISP.
Plan your time. Call some ISPs and find out how quickly they could install new service for you. Although many DSL providers have cut their installation times to a few weeks, others still take a month or longer.
Have a backup. Your broadband provider should give you a dial-up account, either free or at a reduced fee, so you can remain online even if your broadband goes out.
Features Comparison: Broadband Packages Vary Widely (chart)
| VENDOR | U.S. coverage area (by state)1 | Contract type(s) | Number of e-mail accounts | Installation, equipment, activation2 | Cost of self-installation kit | Monthly fee3 | Data transmission speeds (upstream/ downstream)4 | Web site storage5 | Dial-up access (cost/hours per month) | Additional features/comments |
| DSL | ||||||||||
| America Online (http://www.aol.com) | All states except AK and ME | Monthly | 7 | $0, $0, $0 | $06 | $55 | 128 kbps-256 kbps/640 kbps-1.5 mbps | 12MB per account | Free/unlimited | Monthly fee includes required AOL membership. |
| BellSouth (http://www.fastaccess.com) | AL FL GA KY LA MS NC SC TN | Monthly | 5 | $200, $75-$125, $50 | $0 | $40-$50 | 256 kbps/1.5 mbps | 10MB | Free/20 | BellSouth subscribers are eligible to receive a free electronic copy of Norton Personal Firewall. |
| EarthLink (http://www.earthlink.net/broadband) | All states except AK | Annual | 8 | Varies,7 $0, $0 | $0 | $50 | 128 kbps/1.5 mbps | 10MB | Free/20 | EarthLink offers a static IP address for an additional $15 per month, and home networking for $10 more per month. Service includes a free ZoneAlarm firewall. |
| Hughes DirecTV (http://www.directvdsl.com) | AL CA CO DC DE FL GA IL IN KS KY LA MA MD MI MN MO MS NC NH NJ NY OH OK OR PA SC TN TX UT VA WA WI | Monthly/annual | 5 | $0, $0, $50 | $06 | $50 | 128 kbps/1.5 mbps | 10MB | Free/1 | DirecTV DSL connects via a gateway. Connect and Protect program ($10 per month) includes home networking, virus screening, a firewall, and spam filtering. |
| Qwest/MSN (http://www.qwest.com/dsl) | AZ CO IA ID MN MT NE ND NM OR SD UT WA WY | Monthly | 8 | $150, $150, $99 | $0 | $50 | 256 kbps/640 kbps | 0-5MB | None | Qwest offers several DSL packages with MSN, which can include discounts for one-year contracts, optional dial-up service, and free modem use. |
| SBC Ameritech (http://www.ameritech.com/dsl) | IL IN MI OH WI | Monthly/annual | 5 | $200, $99, $50 | $0 | $50 | 128 kbps/768 kbps | 2MB per account | Free/unlimited | For a fee, this regional phone company offers Web hosting and Web site creation software. |
| SBC Pacific Bel (http://www.pacbell.com) | CA | Monthly/annual | 11 | $200, $99, $50 | $0 | $50 | 128 kbps/384 kbps-1.5 mbps | 15MB | Free/unlimited | Enhanced DSL packages from SBC Pacific Bell range from $65 to $180. Subscribers get a 30-day trial version of McAfee antivirus software. |
| SBC Southwestern Bell (http://www.swbell.com) | AR KS OK MO TX | Monthly/annual | 11 | $200, $99, $50 | $0 | $50 | 128 kbps/384 kbps-1.5 mbps | 15MB | Free/unlimited | Enhanced DSL packages range from $65 to $180. Subscribers get a 30-day trial version of McAfee antivirus software. Web hosting is available. |
| Verizon (http://www.verizon.com) | CA CT DC DE FL HI IL IN KY MA MD MN MO NC NH NJ NY OR PA RI TX VA VT WA WI WV | Monthly | 4 | $0, $200, $50 | $0 | $50 | 128 kbps/768 kbps | 10MB | $9 per month/20 | Verizon's "DSL advanced" package costs $60 and offers downstream speeds of 1.5 mbps. Static IP addresses are available to some users. |
| CABLE | ||||||||||
| Adelphia (http://www.adelphia.com/internet) | CA CO GA ID IN KS KY ME MT NC TN WA | Monthly | 4 | $99, $0, $0 | $0 | $43 | 128 kbps/3 mbps | 5MB | None | Connections are limited to one PC per house. PowerLink one-way service provides high-speed cable downstream and dial-up upstream for $35 per month. |
| AT&T (http://www.attbi.com) | CA CO CT FL GA IL MA MN OR PA TX UT VA WA | Monthly | 7 | $100, $200 or $10/month, $0 | $50 | $46 | 128 kbps/1.5 mbps | 10MB | None | AT&T now serves customers from its own network. Subscribers can buy up to four additional IPs for $5 each per month. |
| Cablevision Optimum Online (http://www.cablevision.com) | CT NJ NY | Monthly/annual | 5 | $50-$150, $130, $0 | $0 | $30-$40 | 1 mbps/10 mbps | None | None | Cablevision does not currently offer static IP addresses. Connection does not support more than one PC. |
| Charter Communications (http://www.chartercom.com) | All states except AK AZ HI IA ME MT ND NJ RI SD WY | Monthly | 5 | $50, $5/month, $0 | $25 | $35-$40 | 128 kbps/512 kbps | 5MB | None | Charter allows users to connect up to two additional PCs via a LAN, and the company offers discounts to digital cable television subscribers. |
| Comcast (http://www.comcastonline.com) | AL AR AZ CT DC DE FL GA IN KS KY MD MI MO MS NJ NM PA SC TN VA | Monthly | 7 | $150, $200, $0 | $50 | $50 | 128 kbps/1.5 mbps | 10MB | $15 setup fee, $9 per hour/unlimited | Comcast offers discounted Internet service to cable television subscribers. Additional IP addresses are available for $7-$10 each per month. |
| Cox Communications (http://www.coxcable.com/highspeedinternet) | AR CA CT FL GA ID KS LA MO MS NC NE NM NV OH OK RI TX VA | Monthly | 7 | $50 or $150, $200 or $15/month, $0 | $30 | $35 | 256 kbps/3 mbps | 10MB per account | $10 per month/unlimited via AOL | Cox offers package deals with digital TV and digital phone service. Cox is testing a home networking service in some regions. |
| Road Runner (http://www.roadrunner.com) | AL CA FL HI IN KS LA ME MI MN MO MS NC NE NJ NY OH OK SC TN TX VA WI | Monthly | 5 | $100, $0, $0 | Varies | $50 | 768 kbps/2 mbps | 5MB | Free/unlimited | When packaged with Time Warner cable television, monthly fee is $45. |
| SATELLITE | ||||||||||
| Hughes Network Systems DirecWay (http://www.direcway.com) | National (50 states) | Monthly | 1 | $199, $399, $0 | n/a | $70 | 60 kbps/500 kbps | 10MB | Free/20 minutes | Also offers one-way satellite Internet service ($50 per month); home networking is not available. |
| Echostar Starband (http://www.starband.com) | National (50 states) | Annual | 10 | $199, $549, $5/month | n/a | $70 | 40 kbps-60 kbps/600 kbps | 10MB | None | Offers two-way Internet service--at optimal speeds--that doesn't require dial-up. Discounted deals package Starband and Dish TV services. |