ISP 1-2-3: Choosing an Internet Service Provider

An Internet service provider (ISP) is just as important to your experience on the Internet as the type of computer you have or the type of web browser you use. It gives you access to the World Wide Web, lets you send e-mail and post messages on newsgroups, and makes you part of the global online community. Picking the right one can make all the difference between an enjoyable occasion surfing on the Web or a night filled with busy signals, broken connections and frustration.

With more than 4,000 national, regional and local ISPs in North America, choosing the one that best meets your demands can be a challenge. How can you decide which one is best for you? This article is intended to put some of those questions to rest and help you choose the service provider that best suits your needs. First, however, a little background information.

An ISP owns or rents the equipment required to have a point of presence on the Internet for the geographic area they serve. Some of the largest ISPs, such as UUNet, Netcom and PSINet, have their own high-speed leased lines. This means that they are less dependent on the telecommunications providers and, as such, can provide better service to their customers.

When the Internet first came into being, there were no more than a few dozen Internet service providers. As the number of users exploded over the past few years, however, fierce competition began to break out between existing ISPs, and new ones sprung up rapidly across the Internet's horizon. Now, such telecommunications giants as AT&T and MCI have jumped into the mix, each trying to grab a share of the Internet pie. As the level of competition for subscribers has increased, the options that are offered to potential users have also expanded. Then again, so have your chances of winding up with a below-average ISP.

What to Look For

Despite claims from some advertisers, not all ISPs are created equal. Before you commit to a specific provider, it can help to shop around. After all, chances are you'll be paying a monthly bill to your ISP, and as such, you should expect it to perform reliably.

There are many questions that you should ask before choosing a service provider:

1. Cost. Does the ISP offer an unlimited access plan, or do I have to pay by the hour? Is there a monthly fee, or can I get a discount by paying annually? Are there any setup fees or other charges? Do I have to pay by check, or can the amount be automatically charged to my credit card?

With most ISPs, the average cost for unlimited access is $19.95 a month. Some, like GTE and AT&T, charge less if you use their company as a long-distance provider for your telephone. Others let users pay an annual fee all at once for a discounted rate. FlashNet, for instance, charges its members only $99 a year for unlimited access if two years are payed for up front. Nearly all ISPs will automatically charge the cost to your credit card.

2. Phone lines. Is there a local phone number I can use to dial in, or will I have to dial long distance to connect? If the local number is busy, are there others I can use to connect to the Internet? Are there toll-free or local numbers I can use in case I have to travel out of state or move?

A majority of the big ISPs have more than one local number per area code that users can dial into. This gives members more options and helps reduce the chances of getting a busy signal. Another thing to ask about is the ratio of customers to the ISP's modems. If it's more than 10 to 1, odds are you'll get more busy signals during peak times. One way to test that is to simply dial the ISP's modem number at different times. If you get a lot of busy signals, you might want to look for another service provider.

3. Modem speed. Does the ISP support 33.6-kbps modems? What about the new 56-kbps modems? Which technology does it support? Does it support both? Are there options for ISDN lines and cable modem connections?

The speed at which a user is able to connect to the Internet is increasing rapidly. Most ISPs already support 56-kbps technology; the problem is that there are two different types of 56-kbps modems out on the market, and not all service providers support both types. If you have a 56-kbps modem, make sure the ISP's modems are compatible with the one you're using.

For those with the financial wherewithal, you should also consider getting an ISDN line, or perhaps a cable modem. Either of these devices will greatly enhance the speed at which you can connect to the Internet, but again, make sure your provider is able to support the technology you're using.

4. Software and support. Will the ISP supply all the software necessary for surfing the Web, sending e-mail, and browsing through newsgroups? Will the ISP help me set up my software? What are the hours for the technical support department? Are they available on weekends? Is technical support free, or does it cost for each question I have? Is there a toll-free number for service, or do I have to call long distance?

This is probably the most crucial area of an ISP's performance. A good technical support department can make all the difference between a pleasant experience and a painful one. A good idea would be to call the technical support departments of the larger ISPs, see how often you are put on hold or get a busy signal, and see how long your average wait is before speaking to a person.

5. Extra goodies. Does the ISP provide me with a certain amount of space to create my own personal website? If so, how much? How easy is it to transfer files to my website? How many newsgroups do I have access to? What other options are available to me?

A good service provider will give its users a certain amount of server space to create their own personal website -- usually anywhere from one to five megabytes. Some also have FTP (file transfer protocol) software built-in, which lets you transfer images and other data that you create onto your own site. As for newsgroups, very few ISPs allow their users full access to all of the newsgroups available. Some are filtered out for questionable content; others are not carried or are otherwise inaccessible for various reasons.

So which ISP should you choose? To help make your decision a little easier, we've included a chart listing most of the features of 10 of the most popular national ISPs in the United States, based on the amount of users each service provider has. This information is correct as we go to print, but it is subject to change at any time.¹

[ISP chart here. Chart will be divided into 13 columns with the following headings:]

Regional ISPs: a Reasonable Alternative

If the idea of subscribing to a large, unwieldy ISP frightens you, you may wish to consider signing up with a regional or local service provider. Of the 31 million Americans online, nearly half use a regional or local ISP for their Internet service, and that number continues to rise as more and more small and mid-sized providers are created.²

While they may lack the nationwide access and multiple dial-up numbers of larger companies, regional providers often give their customers other benefits that national ISPs can't match. One example is that of Online Systems Services, a regional ISP based in Williamson, West Virginia. Stephan May, the regional director for Online Service Systems, described the level of customer service that his ISP offers to its customers. "We cover the whole nine yards out here," May said. "We design web pages for small businesses, we do consulting -- everything. I even sell hardware to these folks because they've got nowhere else to get it."²

West Virginia isn't the only place where local users receive great customer service. Southern California's PacBell.net and Internet America, based in Dallas, Texas, are among other local ISPs that have received rave reviews from their subscribers. "Whenever I've had questions or software problems, they have always been very friendly and helpful," said Mellonie Dalton, a customer with Internet America.²

Finding an ISP Near You

A good place to look for information on Internet service providers is The List (at [url=http://thelist.internet.com]http://thelist.internet.com[/url]). It's considered the definitive list for all ISPs world wide and is searchable by area code, country code, or for service providers just in the U.S. and Canada.

Another good source of ISP information comes from PC World magazine. Their website also has a list of service providers ([url=http://www.pcworld.com/interactive/isps/isps.html]http://www.pcworld.com/interactive/isps/isps.html[/url]) which can be searched by state or area code. There are also a number of related articles on the site that compare the features of many national ISPs.

For those of you who don't have access to the World Wide Web, perhaps the best route to go in finding the best ISP is by simple word-of-mouth. Ask your friends and patients that are connected to the Internet what service providers they use and why. Getting answers from people you trust could make your decision to choose a particular provider that much easier.

In our next issue, we'll begin a series of articles on how to maintain your personal computer and keep it free from trouble. As always, we welcome your comments. If you have any questions about choosing an ISP, feel free to contact me at the number or e-mail address listed below.

References

1. Grimes B (ed). Best routes to the net: top Internet service providers. Available from PC World Online ([url=http://www.pcworld.com]http://www.pcworld.com[/url]).
2. Grimes B. The ABCs of ISPs. Available from PC World Online ([url=http://www.pcworld.com]http://www.pcworld.com[/url]).