If you know me, it’s no secret I loath and detest my current ISP. I’m unable to switch, as they’re the only terrestrial “broadband” ISP that services my location. That’s right, no DSL, no cable, no nothing. The infrastructure is poorly managed, suffers frequent outages, and rarely hits even 50% of my tiers speed, a whopping 2mbps. Most of the time, when my services goes out, they act surprised, like they had no idea it was out. When it’s out for me, it’s out for a number of customers, so I’d like to think that monitor it, but it’s obvious they don’t. Now, back in December, I was told that “new bandwidth” was coming. Which would lead to faster and more reliable service. So I waited. And waited. And waited. Last month, I noticed that the public IP for the (oh, that NAT through a single IP. All of us) So, new bandwidth in place, I assumed. No improvement. After a few weeks of especially terrible service, I wrote a rather nasty (but polite, no profanity) email to them. I cc’d the support team, the sales team, the Better Business Bureau and several regional groups that monitor what broadband is available where. Two days later, I got a call from them. Two days. “David asked me to call you, and setup an appointment to switch you to our new network.” Two things. Who’s David? What new network? Now, the David thing I get. I obviously made *somebody* higher up take notice, so I’m a squeaky wheel now. Coolio. I’ll keep that in mind. But, “new network”? WTF is that about? *Apparently* the new bandwidth is feeding a new wireless network (oh, my ISP is a wireless one, didn’t I mention??) that’s being built over top of their current one. A new, shiny, WiMAX one. Which, in theory, will be much faster and reliable. I had no idea. How long had this been in place? How was I to know I had to switch? All these questions run through my mind. The fact that this was news to me points to my ISPs single biggest problem (well, beside their terrible original network). Communication. Their website hasn’t been updated since 2009. Seriously. It has “Election 2008” coverage on it. They tell us (the customers) effectively nothing. If I had know a new network was coming, and dates surrounding the scheduling, my rage would be about a quarter of what it was/is. Seriously. “Hey, we know it sucks, but we’re doing X, Y and Z, and they should be done on A, B, and C.” How hard is that? A few hours a week to post something on a blog? It should be a no brainer. That’s my biggest takeaway from my whole ISP rage lately. When I take them over, because they have such a shitty business, I’ll make sure to communicate with the customers. I bet I could do nothing different except that, and double customer satisfaction. Well. That’s a lie. My *biggest* takeaway is, if I’m really bitchy and CC lots of people, I get preferential treatment from them. The communication bit is 2nd.