- In this report
- Overview
- CR Quick Recommendations
- Ratings
- How much speed
- Internet gotchas
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February 2007
Broadband gotchas
Special deals on Internet service are enticing and may in fact be good buys. But don’t be mesmerized by lowball prices and
impressive speed numbers. Consider the fine print, which, if overlooked, can leave you with bigger bills than you expected
or worsening service. Here are eight traps to watch out for and how to avoid them.
Q Six months ago I signed up for $29.95 Internet service and now my bill has skyrocketed to $49.99.
A Providers hype prices to hook you. But some leave it to the tiny-print terms and conditions to reveal that the promotional prices end after a certain period. The “regular” prices you’ll pay after the promotion expires might also be difficult to find. One plan for Verizon fiber leaves you in an intermediate-speed plan you might find costly (unless you switch to a lower-cost plan) when the promotional price expires several months after you sign up. Call the company and find out the regular prices. Make sure that those prices are for the particular package you’re getting with the promotion and that they include any extra taxes or fees.
Q I’m being told I have to pay a $99 fee to cancel my service.
A Some plans, especially for DSL and fiber service, can include contracts and early-termination fees, especially if you’re getting free installation or equipment. Make sure you know the terms of any contract you sign. You might be able to sign up without one, though the up-front fees or higher prices can approach the cost of a contract’s penalty.
Q The DSL service I ordered at the incredible rate of $14.95 a month is much slower than I expected.
A Come-on prices are often for the lowest speeds, for example, 768 Kbps DSL instead of the typical standard 1.5 or 3 Mbps. If a price seems low, make sure the download and upload speeds are the ones that you’re expecting and, if there’s a trial period, test the service online to see if it delivers those speeds.
Q They won’t let me go back to my old DSL service.
A Once the phone company installs fiber, you might not be able to revert to DSL. Before signing up, find out the policy on converting from DSL to fiber. Review the costs and any other considerations prior to making the switch.
Q My bill has all these charges that weren’t in the advertised price.
A The hyped price might not include taxes and fees or the cost of extra equipment, such as digital cable boxes. You might also be charged an activation fee. And there might be other fees, such as usage charges if the “free” personal Web page that comes with your service gets too much traffic. Up front, ask the provider to list all the one-time, recurring, and special charges, including taxes and fees. If possible, ask to see a sample bill.
Q The ad said I had a choice between a free printer and a wireless router. But now I’m being told I’m ineligible for either.
A “Free” items often require that you buy a certain package or other services and maintain service for a certain period. To get a free router, for example, you might have to be an existing subscriber to the company’s TV service. Such requirements may be buried in the fine print. Ask about your eligibility before signing up.
Q They say the price is good only if I install the equipment myself.
A Promotions often require you to set up cables, modems, and routers, and install software yourself. Troubleshooting problems that can go along with setting up a wireless connection can be daunting if you’re not especially technologically savvy. Find out early on what you’ll need to do. Most providers will walk you through troubleshooting steps on the phone or online. Message boards on a manufacturer’s Web site can also help.
Q The provider’s representative said the special prices are available only if I order online.
A Some deals are available only online or by phone. Even if you must order online, call first to ask questions. When you do go online, review any frequently asked questions, minimum system requirements, and fine-print terms and conditions. Look for asterisks or footnote numbers that are the first sign that there’s a gotcha afoot. And don’t hesitate to try to negotiate a better deal.
Q Six months ago I signed up for $29.95 Internet service and now my bill has skyrocketed to $49.99.
A Providers hype prices to hook you. But some leave it to the tiny-print terms and conditions to reveal that the promotional prices end after a certain period. The “regular” prices you’ll pay after the promotion expires might also be difficult to find. One plan for Verizon fiber leaves you in an intermediate-speed plan you might find costly (unless you switch to a lower-cost plan) when the promotional price expires several months after you sign up. Call the company and find out the regular prices. Make sure that those prices are for the particular package you’re getting with the promotion and that they include any extra taxes or fees.
Q I’m being told I have to pay a $99 fee to cancel my service.
A Some plans, especially for DSL and fiber service, can include contracts and early-termination fees, especially if you’re getting free installation or equipment. Make sure you know the terms of any contract you sign. You might be able to sign up without one, though the up-front fees or higher prices can approach the cost of a contract’s penalty.
Q The DSL service I ordered at the incredible rate of $14.95 a month is much slower than I expected.
A Come-on prices are often for the lowest speeds, for example, 768 Kbps DSL instead of the typical standard 1.5 or 3 Mbps. If a price seems low, make sure the download and upload speeds are the ones that you’re expecting and, if there’s a trial period, test the service online to see if it delivers those speeds.
Q They won’t let me go back to my old DSL service.
A Once the phone company installs fiber, you might not be able to revert to DSL. Before signing up, find out the policy on converting from DSL to fiber. Review the costs and any other considerations prior to making the switch.
Q My bill has all these charges that weren’t in the advertised price.
A The hyped price might not include taxes and fees or the cost of extra equipment, such as digital cable boxes. You might also be charged an activation fee. And there might be other fees, such as usage charges if the “free” personal Web page that comes with your service gets too much traffic. Up front, ask the provider to list all the one-time, recurring, and special charges, including taxes and fees. If possible, ask to see a sample bill.
Q The ad said I had a choice between a free printer and a wireless router. But now I’m being told I’m ineligible for either.
A “Free” items often require that you buy a certain package or other services and maintain service for a certain period. To get a free router, for example, you might have to be an existing subscriber to the company’s TV service. Such requirements may be buried in the fine print. Ask about your eligibility before signing up.
Q They say the price is good only if I install the equipment myself.
A Promotions often require you to set up cables, modems, and routers, and install software yourself. Troubleshooting problems that can go along with setting up a wireless connection can be daunting if you’re not especially technologically savvy. Find out early on what you’ll need to do. Most providers will walk you through troubleshooting steps on the phone or online. Message boards on a manufacturer’s Web site can also help.
Q The provider’s representative said the special prices are available only if I order online.
A Some deals are available only online or by phone. Even if you must order online, call first to ask questions. When you do go online, review any frequently asked questions, minimum system requirements, and fine-print terms and conditions. Look for asterisks or footnote numbers that are the first sign that there’s a gotcha afoot. And don’t hesitate to try to negotiate a better deal.
