One of Paradigm's customers, after moving a block away, found that his circuit was not up to par, Sigman says. They finally fixed it. After two months. Peter Sachs, president of New Haven's I-Conn, and a senior manager at a Hartford ISP also complain of extreme delays in fulfilling orders and performing repairs, and sometimes even unsatisfactory repairs. Such delays and shutdowns translate into huge blows to an ISP's credibility.
Damaged credibility means less growth and lost accounts.
Sigman and the Hartford ISP executive also complain of regular invoice and billing problems. And I don't ever get the interest that they've collected on my money. In November 1996, I-Conn began getting complaints from customers in one geographic area. Because of the area, those customers could only have been using SNET's lines. SNET did nothing.