DSL From Hell

Bell Atlantic's broadband Infospeed service may be able to pipe lightning fast Internet access to millions of its customers. But it's stuck in the breakdown lane when it comes to rolling out the service.

Like any sensible Web addict, I absolutely crave broadband access at home. So I jumped when Bell Atlantic, our local phone semimonopoly, began touting a do-it-yourself kit for Digital Subscriber Line access and claimed this was "easy" to install and "a snap" to use.

But I soon found myself in a quagmire.

I suffered through two months of glitches, spent days waiting on hold for polite but clueless technicians, and finally was struck by a total wipeout of regular phone service.

In fact, I might still be locked in DSL hell had I not revealed to Bell Atlantic that I write for PC World.com. As it turns out, installing DSL service using Bell Atlantic's HomeConnect kit actually cost me more money than having Bell Atlantic technicians set it up for me.

What's Not to Like?

The saga starts back in October when Bell Atlantic, in partnership with 3Com and retailers such as CompUSA, began selling its HomeConnect DSL installation kit.

HomeConnect promises two advantages.

First, it should save some money since Bell Atlantic doesn't need to send out a technician to install a "splitter" on your phone line, or a second technician to install a DSL modem for your PC.

Second, you need not wait for the notoriously slow Bell Atlantic to install DSL service for you. You should be all set in seven days, the company says.

So in December I paid a visit to my local CompUSA and qualified for DSL service at the in-store Bell Atlantic kiosk. The 3Com DSL modem cost $250 and came with a $130 rebate. Bell Atlantic's Infospeed basic service costs $49.95 per month and features download speeds of up to 640 kilobits per second with unlimited use.