Sent to the Hartford Courant on 5 September 1998 in response to their article SNET Limiting Internet Access.

Dear Editor:

Your September 3rd article, began: "Union picket lines at SNET are causing headaches in cyberspace." This is true, but not for the reason cited. Perhaps, as an owner of a Connecticut-based Internet Service Provider, I can offer another perspective.

SNET, like many of our competitors, advertises "unlimited" Internet access. Not surprisingly, this has created the expectation that a $19.95/month subscription entitles the customer to remain connected to the Internet 24 hours a day. I have even been on the phone when one of our customers asked an SNET agent to verify this understanding, and heard the agent him that he could stay connected around the clock without limit.

SNET's Terms of Service, which are available online, tell a different story: "use of the Unlimited Usage Payment Option does not mean that you may leave your computer unattended and continuously connected to SNET Internet."

SNET executives should be ashamed for misleading their customers with the word "unlimited," even though they're not alone in our industry. However, they should be doubly-ashamed for blaming their striking employees for what amounts to enforcing their existing policy.

The headaches created in cyberspace by the strike belong to the Internet Service Providers and Competitive Local Exchange Carriers who are forced to rely on SNET. We are equally affected by the poor service and delays in filling orders. However, to my knowledge, no one affected by the strike has been forced to raise their rates. No one, including SNET.

Yours,

Robert Szarka
Managing Partner, Operations
DownCity, LLC
szarka@downcity.net

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