Shopping for Broadband
The first step in signing up for broadband is to know whether you also want to get Internet, telephone, and TV service from the same provider. Consider asking providers:
Is there a discount if I get more than one service from your company? If yes, what are the conditions?
Buying a bundle of services from one provider can be a good deal, but it might make it more difficult to change providers for any one service if you’re tied into a long-term contract. In addition, promotional prices may have time limits. Ask when they end, and what the post-promotion cost will be.
Are you offering any specials?
Special promotions like introductory pricing may be enticing, but read the fine print. The promotion price probably does not include taxes or the cost of extra equipment, like a digital cable modem, or additional fees, like an activation fee or an early termination fee. Ask the provider to explain all the one-time, recurring, and special charges, including taxes and fees. Get all promises in writing. Ask when the special promotions end, and what the post-promotion cost will be.
Is there anything I need to know about setting up my broadband?
Some promotions require you to install cables, modems, routers, satellite dishes or software yourself. Problems that can go along with setting up a connection can be daunting, especially if you’re not technologically savvy. Find out early on what you’ll need to do. Most providers will help you troubleshoot on the phone or make instructions available online. Message boards on a manufacturer’s website also can be helpful.
What speeds can I expect?
Be aware that low promotional pricing may be for the lowest speeds. Make sure the listed download and upload speeds are the ones that you’re expecting, and if there’s a trial period, test the service to see if it meets your expectations. Be aware that the actual transmission speeds you experience depend on many factors, such as the type of application you are using or the number of other visitors to the website you are viewing, and may be less than the maximum potential speed your provider touts.
Some deals are available only online or by phone. Even if you have to order online, call the provider first to ask questions. When you are online, review any frequently asked questions, minimum system requirements, and fine-print terms and conditions. Read the entire customer service agreement, and print a copy for your records.
Finally, some retailers may offer plans on behalf of phone or cable companies with different terms than those offered by the companies themselves. If you know exactly what you want, you also might try negotiating a customized plan with a provider or a retailer.
Can I change plans before my contract expires?
After you become a broadband user, you may wish to change plans. Ask about options and costs for changing your plan to reflect your usage
Is there a cancellation fee?
Some plans include early-termination fees. Be sure you understand what the fees are and how they are calculated before you sign up.
If I get fiber service and then decide I don’t want it, can I go back to my old DSL service?
If you’re considering fiber optic broadband, ask the provider if the copper wires that are used to carry your phone calls will be removed. High-bandwidth lines are fully capable of carrying calls as well as Internet data and television. But if the copper lines are removed, you may not be able to switch back to traditional phone service or DSL service. Before signing up for fiber service, find out the policy on converting from DSL to fiber — or back to DSL.
Is it better to lease or buy the required equipment?
It depends on how long you plan to stick with the provider, and the costs to purchase and to rent.
Who do I call if the service goes out?
Ask if customer service or tech support is available 24 hours a day, seven days a week, and whether it is by telephone or the Internet. Is it free?
What happens when the power goes out?
Check with the provider to find out whether phone and broadband service will be available in the event of a power outage. Services provided over a landline or DSL typically work during short term power outages. Services provided over cable or fiber may not. Of course, your computer needs a battery or other power supply to work during a power outage.
What security measures does the provider include, and at what price?
Ask the provider if anti-virus, anti-spam, and anti-spyware software are included with your service, and the cost. If the provider does not offer protective software, or if the costs are more than you are willing to pay, download it from the websites of software companies or buy it from retail stores.