New Networks Institute Bruce Kushnick Bruce@newnetworks.com Phone 212-777-5418 To Read "Our Digital Future"   "Our Digital Future" Report Recommends Customer And Internet Service Provider (ISP) Compensation for Bell Atlantic-New York Customer-Service Failures" FCC Should Not Allow Bell Atlantic-New York Into Long Distance Because Of Harm To CLECs, ISPs And Their Customers New York, NY -- December 21, 1999 -- New Networks Institute (NNI) today released an independent report that calls for an unprecedented investigation into paying compensation to DSL customers, Internet Service Providers, (ISP) and Competitive Local Phone Companies (CLECs) for the Bell's inability to deliver adequate services. Titled "Bell Atlantic is Supplying Sub-Standard Customer Services to DSL Internet Providers and Their Customers: A Model For ISP And Customer Compensation", this report concludes that Bell Atlantic-New York is harming competitive advanced network deployment, both the competitors offering service as well as the DSL customer. And though Bell Atlantic is seeking FCC approval to offer long distance services, the FCC and the Department of Justice should instead, use its powers to help customers who are receiving sub-standard customer services-and get them adequate compensation for lost time and revenues. "Imagine calling up an ISP to place an order for DSL, and the local phone company does not show for the scheduled installation . . . and you've waited home for the entire day. Then imagine having this happen more than once. We have huge demand for a great product, broadband Internet via DSL, but Bell Atlantic routinely delays these orders. The situation is just exasperating", stated Joe Plotkin, for Bway.net, a New York Internet Service Provider. "It's time for us to fight for our customers. Why shouldn't Bell Atlantic be held accountable when they break their appointments or tell us there aren't facilities, when they are there all the time? It makes ISPs look bad, and it costs our customer hundreds of dollars in time," added Plotkin. Based on ISP interviews, and other sources, NNI found that Bell Atlantic has not fulfilled its obligations to consumers who are trying to get DSL service from their local ISP (in partnership with a CLEC). NNI found that: 75% of EVERY order has a serious problem that delays the customer's service 30% of cases, Bell Atlantic did not show up for the scheduled installation, and the customer waited a full day for their DSL circuit. 1/3 of these customers have a second or even third no-show by Bell Atlantic. 15% of all customers may never be able to get DSL because Bell Atlantic's networks have not been properly upgraded. The report also highlights similar findings from the Department of Justice, which found that "30 to 40 percent of confirmations are inaccurate, and CLECs have alleged that levels of inaccurate confirmations are in that range or even greater." NNI's conclusion is that Bell Atlantic should be required to pay customers and Internet providers for their failure to deliver services in a timely and reasonable fashion. NNI estimates that because of Bell Atlantic's failed customer services, customers and ISPs are owed thousands of dollars for their time and effort. "Bell Atlantic - New York has applied to enter the long distance market, claiming that their networks are opened to competitors. Our research, supports the recent DOJ report, which recommends that Bell Atlantic not be allowed into long distance. Our research. clearly shows that not only is Bell Atlantic in violation of the Telecom Act, by they are harming the roll-out of advanced networks and competition", added Kushnick. "If this is happening in New York City, and this is supposed to be the digital capital of the world, imagine how bad it is for the rest of America" Kushnick said. New Networks is filing with the FCC in support of the DOJ analysis, to not let Bell Atlantic into long distance at this time. NNI has also filed a complaint with the NY Attorney General's office to appeal the NY Public Service Commission decision to allow Bell Atlantic into long distance and investigate Bell Atlantic's customer service inadequacies. For more information contact. Bruce Kushnick at bruce@newnetworks.com, or call 212-777-5418.