I operate a web development firm in Nashville, Tennessee. I am writing this while I am on hold on behalf of a client who cannot access their website. The reason is that their ISP - NEWWAVE COMMUNICATIONS has not updated their DNS records in at least three days. \r
DNS updates usually occur frequently (Charter updates them every couple of hours) and our small-time T1 provider at my office (DeltaCom) does it twice per day.\r
~~Their call center had me on hold for almost 30 minutes after going to ask a technician my question, then disconnected the call. I never said anything negative to them. They got a question they couldn't answer, so they left me on hold and then disconnected me. Just happened.~~\r
Without regular DNS updates, domains that are registered cannot be seen from their URL. If you were to register somesite,com and wanted to access, you would have to wait for the DNS to propagate. For me, the wait is usually a matter of minutes. If the updates occur at 9am,11am,1pm... and I register a domain at 8:30, then I have to wait 30 minutes to see the site on the World Wide Web. If an ISP doesn't update, then any new records will not be available until they decide to do so.\r
I strongly recommend finding an alternative to this company, now for two reasons. First, the incompetence of their technical staff (corp office doesn't know when DNS updates, they do not do regular DNS updates) and now their customer support. A customers time and business used to be considered valuable, but many companies have abandoned this philosophy and it is time to let these people know that a business caters to its customers or it closes its doors and makes room for a company that will. NEWWAVE COMMUNICATIONS, you are a terrible ISP as far as I can tell and have no business being in business if my experience is indicative of your normal level of service.
Pros: They may or may not provide outdated ISP services
Cons: Poor customer service, Very poor administrator of ISP services.