It's not easy setting up a remote office

Network World's Washington, D.C., bureau is moving to a new office space. This move has been planned for months, and we did all the legwork we were supposed to do to prepare. But that hasn't prevented problems - the worst of which is that we are without high-speed Internet access service.

Our company ordered DSL service through UUNET in September. The order was confirmed, and we were informed that Covad Communications, one of UUNET's DSL partners, would be able to install our service on the specified date. The only problem is that Covad showed up to install our DSL service a month before we were scheduled to move in and a month before office construction was even completed. Finding the office unoccupied, Covad cancelled our installation.

Our IT folks contacted Covad after the failed installation to reschedule a new install date. As our move date approached our folks contacted Covad to reconfirm the installation. There was no record of the new install date with Covad. After researching the problem Covad came back with apologies - and a new install date that is hardly acceptable. We were told that our 384K bit/sec DSL Internet access connection would not be installed for three to 12 weeks.

Let's review the facts: Covad cancelled our installation because the space was not yet occupied when the technician arrived. We rescheduled with Covad. The company failed to properly enter this new install date into its system. And we now have to wait as if we just placed our DSL order for the first time.

Something's wrong with this picture. Clearly Covad should put a rush on the order. If the company was prepared to install our DSL service in October, then it should be prepared to install it today. In addition, we ordered our DSL Internet access service through UUNET. Does UUNET want its partners to treat its customers this way? The ISP should follow-up more closely with its customers to see how installation went, to see how the service is running and to help resolve any problems.

Once we get all of our phone lines installed (another snafu) we'll be able to dial-up to the Internet. Going back to a 56K-bit/sec modem that typically doesn't connect higher than 43K bit/sec is going to be rough. It wouldn't be so bad if it was only for a day or two, but for three to 12 weeks? Ugh.

Like I said, it's not easy being in a remote office.

Denise Pappalardo is a senior editor for Network World, covering ISPs, VPNs and related topics. Reach her at denisep@nww.com.

Internet Services archive
Past newsletters.

Installing DSL
Network World, 06/05/00

The frustrations of a DSL buyer
Network World, 03/06/00

DSL providers - grow up already
The Edge, 10/09/00