Internet service switch more problematic

To the editor

   I am responding to your story on the switch to Patriot Media.
   Unlike what you reported in your story, my problems with the transition were more complex and service completely inadequate.
   May 1 I could log on to e-mail, but not to the Internet. The next day, I had Internet access, but no e-mail service through Patriot Media. Both days, I was unable to contact the company as the numbers listed for support were busy constantly; that is still the case a week later.
   A few days later, I was on hold for 20 minutes and could not wait any longer. To this day, Patriot media has not responded to e-mails sent to their support system — a week later.
   Customer service is inadequate, especially compared to the excellent service I received from RCN on technical matters.
   Further, the information given by Patriot Media for the transition was inadequate, as it should have contained information on how to reset the modem in advance (something they later posted on their Web site). The information for ftp transfers (Web site creation/alterations) is also inadequate and does not permit access to Web pages (although they were transferred efficiently).
   The transition information did not inform consumers that any information (such as address books) stored on the RCN e-mail program would not be transferred over; the Patriot Media e-mail program is also primitive and a step down from RCN services.
   This service is inadequate and unacceptable for the new wired age, and particularly unacceptable for those of us who rely on Internet access for professional activities.
   The township should require adequate services for its citizens, particularly from a monopoly. I believe that until cable monopolies are ended and there is true competition through a choice of cable and high-speed modem (DSL or cable) in this town we will suffer from inadequate service.
   Our cable committee and local government should explore all options.

Judith Glassgold
Wertsville Road

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