To have a Web presence, you've got to have an ISP (Internet Service Provider). If the ISP can't deliver reliable service, you''re cruising the Information Superhighway in a clunker. We were having increasing problems with our old ISP, Databank. We have documented our service problems (see our page on A Poor Excuse for Technical Support) and will continue to do so to keep our friends and clients aware of what can go wrong with Internet connections.
In late November, we changed ISPs to SmartNet of Laurel, Maryland. Just in time, too, it seems--Databank died altogether around the end of that month. We could no longer get mail, couldn't get to our page, couldn't even reach Databank's Web server.
Our intent had been to stick with Databank if at all possible. Lots of ISPs are having problems in this new and competitive market, and Databank seemed to us as competent as any other ISP. The providers we've hooked clients to--Digital Express, Erols, and World Web Limited--have all had occasional service or support problems. We could fault each of them for less than flawless service, but the fact is that poor performance happens. Computers go down, people get sick, lines get cut. What's important is whether the service is reliable over the long term, and how well the ISP handles problems when they occur.
And of course from our point of view it's a hassle and a disruption to have to switch providers, change Web page references, change our E-mail address, and so forth. Not to mention we prepaid for months in advance, thanks to Databank's "accidental" habit of double- and triple-billing us! (We paid by automatic debit to a credit card account.)
Databank utterly failed the reliability test. They were down way too much in recent months, and we realized--almost too late--that they were on the mat for the final count.
Our concern over Databank's downhill spiral had increased in the last week of November. The company no longer answered its phones or its E-mail, and service was increasingly spotty. So we wrote to other Databank subscribers, asking them what they know about Databank. The results are still coming in, and we'll post them here as we get them. One user alerted us to an article and followup about Databank in the Lawrence (Kansas) Journal World On-line News Service. The article in turn led us to "The List" on MecklerMedia's i-World, where we found some rather scathing comments from Databank users about the service.
We're still hoping for a comment from the Governor of Kansas, who had a home page and an E-mail address with Databank. What's his response to the interruption of service? How's he getting his E-mail?
We've found another ISP and rebuilt our Web site. We're back in full operation. But the bad taste from the Databank debacle lingers.
Here's what we wrote to Databank subscribers:
I picked your name and several others from a list of Databank subscribers, and I hope you can help me.
I'm writing from the Washington, DC area. Databank's Washington, DC dialup service has been down for over a week, and the national 800 number has been disconnected for longer than that. To access Databank I have to log in long distance via New York. My company's Web page seems to be almost impossible to access.
Databank no longer answers their phone or E-mail, and I am concerned that they're out--or going out--of business. I have a feeling that the plug may be pulled at the end of the month.
Do you know anything about Databank's current status? If so, I'd appreciate any information you have.
-- Bud Stolker
The answers are still coming in. Here are the first few:
The general rumor is that they are going bankrupt around here but nobody really knows since the Topeka number won't authenticate and they don't answer their phone... Wish I knew more but everyone is in a state of dismay and switching ISPs.
Chow.
-- Ben Reser
Well I was wondering if there was anyone else out there having a problem. I paid for a year in advance in May and have had about two months service. I received a E-mail note last week from one of their competators in Kansas saying that MY provider was going under and that I should switch to them. I called them and they said they don't service this area (Washington, DC) yet, either does Databank apparently.
I've all but given up on Databank and have been looking for another provider. Trouble is, I have a homepage and would hate to lose that. It's a personal homepage so I won't lose income if it disappears, but just the same, I paid for it. I haven't received a response in a while from Databank. I keep telling them that their server is down. I can't even get in on the New York server. I was beginning to think it was my WIN95 internet connection at fault. But I still get that TACACS error, or something like that.
I don't know what else to say about those guys. Best try to find another ISP.
-- Tim Benson
Actually, I'm no longer working at DATABANK, they have fired ALL of their employees, and are now running on fumes. I'm not even sure if their Internet connection will last till the end of this month. So, I'm sorry, but I can't really do any thing to help.
-- Chris LambertThe last word, drawn from Mecklermedia's The List:From: Thomas Porter <tporter@idir.net> on 01/03/96Rating: 0They are gone (1 day after charging my mastercard for a year's service)
Last update: 10-17-2000. URL: http://www.landmark/db-resp.html