The Internet is still not simple. There are so many things about the Internet that can be very frustrating. Chad Cotton, operations manager for TheWorks Internet LLC, agrees that first-rate customer service and a less commercial approach lure subscribers. We just give you access to the Internet. We're not throwing a lot of propaganda in your face, trying to sell you everything.
Corporate giants control a majority of the marketplace.
AOL Time Warner has about 17.5 million customers, or one-fifth of the market nationwide, according to industry tracker ISP Planet. Consumers avoid changing because of their existing e-mail accounts and the hassles of the move. But the big companies do lose subscribers, Prather said. Most community-based ISPs can also offer the service. We are very valuable to our customers.