A quick visit to speedtest.net can show you how fast your internet connection is. Photo by Joshua Elie.
By Joshua Elie
Do you care if you are getting what you are paying for? I do. Say you are making monthly payments on a truck promised to get you more than 25 miles to the gallon, when, in fact, you are only getting 9. That is basically what I am getting for my monthly internet payments.
Almost everyone is paying every month for cell phones and computers, and every internet service provider promises high speed. But is it, really? The Federal Communications Commission (FCC) defines “high speed” as more than 25 Mbps download speed. Mbps (megabytes per second) or “meg” is basically the rating of how fast your “device” (cell phone/tablet/computer) is working online. I strongly suggest everyone take a moment and go to speedtest.net to see if you are getting what you are paying for. I was promised over 25 Mbps, and I’m only getting 9 Mbps on a good day ⸺ and this is with the best connection available in my area. At this speed, online video isn’t an option, so no video chat, no online TV/movies, and no Zoom for the kids to go to online school during the quarantine.
Now, I’m an if-it-ain’t-broke-don’t-fix-it kind of guy. I’m not big on video chat, online TV/movies, don’t have kids, and I’m definitely not a “gamer.” However, mid-May last year, my internet service flat out broke 3-4 days a week. Basically, I only had service half the week until mid-November.
Limited rural internet options
For me, satellite service isn’t an option. Satellite service relies on a clear pathway (no tall trees or other obstructions) from satellite coordinates in the sky to your dish equipment. This connection can be lost when a big storm cloud passes overhead and when snow and ice accumulate on the dish, forcing you to brush it clean.
There are only two non-satellite options in my area: Verizon and AT&T. Both provide about the same service, and both have their weak spots. I chose Verizon, offering two cell phones, three computers, and three Wi-Fi connections in my package. First, it took a month to figure out how to navigate Verizon’s automated telephone answering system and find an actual person to talk to, then even longer to find the person I wanted to talk to, then a brick wall. The brick wall is no cell/internet tower close enough to my area.
Cell towers are what our devices connect to. The techs at Verizon told me the closest tower to my location was 70% beyond capacity. I wanted to offer my own property for them to build another tower, and each time I contacted them with my offer I was told I would get a response within five days. I did this every week for months, with no response from their “Real Estate” team. Those are the people who decide when and where to build. Eventually, I got in touch with the office of state Sen. Curt VanderWall, who represents the 35th District, including the counties of Benzie, Crawford, Kalkaska, Lake, Leelanau, Manistee, Mason and Missaukee. It was a month before his office received a response. Finally, on Dec. 2, they did. Verizon has no interest in upgrading anything in my area.
Consequences of failed internet service
Here, in a tourist destination, this is an economic disaster. When the internet goes down, area businesses have a difficult time transacting business. Without an internet connection for credit card machines, businesses cannot receive approval for card purchases. ATMs (Automated Teller Machines) rely on the internet. Lack of access to ATM service means businesses cannot withdraw cash needed to make change for customers. With so many of them depending solely on cash sales during “down” times, our area banks had to start limiting how much change each business could withdraw per day. I went to a new club in town to shoot pool and couldn’t get four quarters for a dollar. For residents and visitors, out-of-service ATMs mean no cash to make purchases. Bridge Cards require electronic approval. Without it, card users cannot buy food or access cash.
How to contact Verizon
If you’re a Verizon customer and you want to talk to a real person there about connection problems, or anything else you pay them for, have your account pin number ready and call 1-800-837-4966 between 8 a.m. and 8:30 p.m. When the automated system asks your reason for calling, say “customer care.” Do not say “customer service” because their system does not recognize the word “service” and will send you back to the directory. The automated “voice” will ask again for something specific, and you answer again, “customer care.” If you say anything other than “customer care” ⸺ or if the system hears your TV, radio, or just people talking in the background ⸺ you will be put back into the directory. After answering correctly, you will be given a wait time, and you may opt for the call back if you’re unable to wait. A real person will call you back and will either help you or send you to the right person. Last year “customer care” was happy to credit $150 to my account for my lack of service.
I am sure you have noticed how often I have used the terms “I,” “me,” and “my,” and it shouldn’t be like this. It should be “we,” “us,” and “ours” because it “is.” We are all in this together.
Joshua Elie is a retired building contractor, a musician, and now enjoys life as a homesteader.
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