briang@eng.sun.com (Brian Gordon) (03/11/91)
After setting up a personal 800 number through my local carrier
(PacBell, number useful throughout CA, U.S.Sprint as the associated LD
carrier), I decided to venture further into the wonderful world of
telecommunications, and called various carriers about their nationwide
personal 800 programs.
ATT wants a fortune (like $15 or $20 a month plus usage), and the
representative semi-actively discouraged getting one ("A Call-Me card
is the same thing", "ReachOut rates are lower", etc.). There is,
according to the rep, no choice of numbers.
MCI is cheap monthly ($5), but higher per-minute. U.S.Sprint is
higher monthly ($10) but cheaper per minute. MCI requires that you to
dial an additional set of four digits (a "PIN"), while U.S.Sprint just
gives you a normal number to dial. According to both reps, there is
no choice of numbers -- you take what they give you.
Expecting relatively low usage, I decided to go with MCI. I placed
the order, and was told that they would assign the number immediately
-- but, for obvious security reasons, could not give it out over the
phone -- I would get it in the mail in a few days.
Over the weekend, I thought more about having to dial 14 digits (1 800
xxx yyyy PPPP), and grew less fond of the idea. Since I was involved
with U.S.Sprint anyway, I decided to go that route instead. I'd order
it and, when I got the MCI information, cancel it, paying for the
first month, etc.
The U.S.Sprint rep did point out that I would be paying for
duplication of service -- either number would work in CA. I explained
that my idea was to have both for a few months and see which made more
sense. The pleasant surprise was that I was then asked what number I
wanted, and the rep spent quite a bit of time trying to come up with a
"good one" for me! We made all the arrangements, and I was told that
it would take five to ten working days until it was activated, and
that a call to me at my home number (the one that will ring when you
dial the 800 number) would inform me of when it was activated. Fine.
After three weeks plus had passed without hearing from EITHER MCI or
Sprint, I called them both. U.S.Sprint is fun to call -- you go
through a couple of layers of "all representatives are busy" and end
up on a voicemail/answering machine! They do call back though,
although often the next day. After much digging around, the
U.S.Sprint rep discovers that the order has been cancelled and the
"good" number "unreserved" (but not yet taken by anyone else). They
re-reserved it immediately while investigating. The essential problem
turns out to be that U.S.Sprint can't have two different Sprint 800
numbers ringing on the same phone number, so they cancelled the order.
No explanation of why they don't know that when they take orders, or
why they didn't notify me that they were cancelling the order -- after
all, they DID know my phone number!
Since I did like the number I could get, and still did want the
service, I arranged for my PacBell 800 number to go through a
different carrier (ExecuLine) so Sprint could do the nationwide.
Unfortunately, Sprint has no mechanism where I can order the new 800
number and have activation triggered when they get the service order
from PacBell to cancel the existing "complimentary 800 number". I
need to wait for the switchover and then call back.
Then on to MCI. After bouncing between departments for a while, they
decide that their 800 number has been active for almost two weeks, and
can't explain why I wasn't informed, or how I can keep from being
charged for two weeks of service I couldn't use because they forgot to
tell me about it. Of course, this time they have no problem giving me
the "secure" number over the phone!
In their own special ways, these guys seem to be pretty much in a tie
for "service" so far.
Brian G. Gordon briang@Sun.COM (if you trust exotic mailers)
...!sun!briangordon (if you route it yourself)
[Moderator's Note: You neglected to examine two other carriers with
800 service, both of whom offer relatively little hassle and quick
service: Telecom*USA and Wireless & Cable. PAT]