Affordable Connectivity: PLEASE Don't tell me to check the internet when the problem is the internet doesn't work.

Dear Congress,

PLEASE renew the Affordable Connectivity program if only because some customers have barely had devices and connectivity at their fingertips long enough reliably to do simple tasks, never mind the vast and necessary horizons of the internet.

Look, RantWoman imagines that one goal of the ACP is to get enough user experience out there to hit a better sweet spot about meeting customer needs as far as device access, human support, and targeted subsidies addressing specific populations. The world is a long ways from there and the way to get better data is not to halt the program but to renew it and commit to continuous improvement. Perhaps rantWoman will have more to say soon.

In the meantime, for one example of corporate hiccups: choosing an internet provider AND the right device, in the highly competitive world of wireless service providers we have:

Provider #1

--Seems to have subcontracted the store closest to RantWoman. Visit experiences include:

   --multiple customers and not enough staff

   --loose papers and half-drunk beverages all over the counter

   --a perky clerk having a conversation with an elderly customer where the amount he was going to need to pay bounced all over the place and then the clerk had the nerve to ask whether there was anyone he wanted to add to his account.

--Closed the branch across town where RantWoman was treated VERY kindly by an attentive but possibly lonely staff person

--numerous other fiascoes written about elsewhere.

The following is NOT an April Fools Day joke.

Enter Provider #2, the service provider for a specialized phone aimed at blind people. A customer recently called RantWoman and described what RantWoman interprets as either a general network problem or probably some kind of data cap when the customer tries to access the internet. In short, it is probably going to be really hard to send email even if the customer has figured out how to do email, something RantWoman thought the customer would be able to figure out. Anyway put a pin in the no email no internet issue.

Enter Mr. Google and a quest for the accessibility support line. The website is for RantWoman at least, reasonably well-behaved. RantWoman does not find a phone number but does find a form inviting RantWoman to write in and describe the problem.

Silly RantWoman, RantWoman described the problem, REQUESTED A PHONE NUMBER for the end customer to call, and sent the form off.

And what did RantWoman get in return:

Basically "please check out our website and consider switching to our services. We are sure we have a plan that can meet your needs."

Meet what now?????

RantWoman ASKED FOR A PHONE NUMBER to give to the end customer because "please try the internet" is not working. Currently, RantWoman's reflex whenever possible is to refer people directly to people getting paid to address the particular combination of technologies involved. 

RantWoman will try again in daylight and will ask the end customer's permission to submit the form on his behalf. HOWEVER, RantWoman is likely to get other requests for the same phone number in the same context. So, um, provider #2, DO BETTER.

And by the way, think POSITIVE influencers instead of grouchy frustrated ones.

One more thing: RantWoman reached out to end customer. No, he does not yet have email. But the internet data flow sneezes he was experiencing miraculously disappeared over the weekend. So #HappyEaster or some such thing.

Data hiccups disappeared. But end customer who struggles to pay the bare minimum price per month he now pays just got word, PRovider #2 wants to charge customers $5 / month for personal help.

Seriously?

End Customer vows to go in person for help. End Customer does not drive and also regales RantWoman with transportation realities involving THE BUS into downtown Seattle from one of the official burbs.