I've had MSN Internet Access service for about two years now. For $21.95, you get unlimited internet access and an email account. Until recently, I've rarely had a problem with their service. At most, problems were minor and usually I was able to fix them on my own.

A few months ago, they implemented a new security feature to their email in order to protect MSN accounts from unsolicited email, commonly known as SPAM. This new feature required members to change certain settings (POP and SMTP) in their Outlook Express or email services would not work anymore. Of course they didn’t bother sending out an email to their members to let them know of this new implementation. I had to find out the hard way—not being able to send or receive email. I thought this was something I could fix on my own so I toyed around with it, but to no avail. I went onto the MSN website and low and behold, the solution was right there. All I had to do was follow some simple directions and the problem would be fixed, right? Think again. I thought I was missing an important step, so just to be sure I went through the directions again, following each one slowly and carefully. Still something was wrong because I was not able to send or receive email. It was time for additional help.

I found their technical support page and was offered three ways of contacting them—email, phone support, or online interactive support. Wow, I thought, “online interactive support!” Surprisingly, it was very easy to get connected with a technician, and in total, I waited only about five minutes before someone got to me. Their online technical support is similar to chatting with someone in a chat room. You just type your message, press enter, and it is automatically sent to the main screen. This is also where you see your technician’s response. My interaction with the technician turned out to be useless. The directions he was telling me were the same as the directions on the initial page I previewed. No problem solving approach was ever even taken. For example, when I had a problem with my Dell computer, the technician was thorough in asking what type of error message(s) I was receiving, what version of something I was using, etc. With this technician (and the ones following), he was only able to tell me what I had already read online by myself and had nothing new to offer—except for their so called 24 hour support number and a “Thank you for using MSN Internet services, we value your business…blah, blah, blah.”

I took the number and dialed. The hold time was long, nothing new there. The person who took my call actually asked me some questions: what version of Internet Access I had, what email program I was using, what platform I had—“what?! You have a Mac? Oh, well we can’t help you here. You’ll have to call ……… and they can help you from there.” Great, after being on hold for almost forty-five minutes and a one minute phone call, I find out I have to call another number, and most likely be placed on hold there. So I call the other number, and as stated before, their so-called 24 hour support line told me to call back during normal business hours. I call back the next day, and once again am placed on hold for a ridiculous amount of time. Finally a technician answers the phone and just when I think the problem is going to be solved, he says, “sorry, you’re going to have to go to Apple’s website or call their support line since they also offer help with MSN products.” Appalled, I asked “So MSN tech support cannot even help me with their own products on other operating systems?” His reply, “Well, most people own PC’s.” Oh wonderful! Now, I am doomed for life because I am an owner of a Mac.

I didn’t even bother calling Apple’s tech support. I signed back online and headed to Google.com (a popular search engine). I typed in a few keywords: MSN, Outlook Express, Mac, and under 2 seconds was given a list of all websites containing these keywords. I only had to click two different links before I found the simple solution to my problem. Without getting into too much detail, this
non-MSN related website contained the updated incoming (POP) and outgoing (SMTP) settings needed to configure my email program so I could send and receive email. I followed the instructions and it worked! The solution was so easy that I got angry MSN didn’t even bother putting it on their website for us Mac users. I sent MSN an email telling of my problems and included a link to this solution so that they could post it on their website. Have they done it? No.

I agree that Mac users are not the majority here, but we still make up a tremendous portion of the computer purchasing pie. For MSN to not even include simple, special instructions for Mac users is ludicrous.

This was not my only mishap with MSN. A few days ago, I emailed them because I had a problem with sending mail to a certain group of people in my address book—no other groups, just this particular one. The group always received my email, but I would get this annoying “delivery status notification” response, stating: “some text in this message is in a language your computer cannot display.” What was MSN’s reply? Rubbish! I wonder if they even took the time to read my email. Maybe the “technician” just saw “email problem” and found a nice cut and paste response they use for a number of other people with an “email problem.” Now my only question is: why do I even continue to bother asking for help? Oh, and one more: what is the point of their customer service surveys?! Do they actually use those things to better their services? Sure doesn’t seem like it.

MSN Internet Access is used by many people to connect to the internet, and along with the email account provided—send and receive email. Usually their service goes uninterrupted with no connectivity problems or downtime. On the other hand, when there is the occasional problem, do not count on them to provide any real help for their “technicians” probably do not know any more than you do.


Update: Oct. 30, 2001
I've been waiting for Epinions to allow us to update reviews for a couple of days now. I've had another bad experience with MSN and would like to share it with everyone.

A few days ago, I was not able to connect to MSN because of an error message: authentication failed, check username and password. Strange since I was able to log in earlier in the day. I tried to connect a few more times and still received the same error message, but since this didn't work, I connected to the internet via my school connection. I went to the MSN website, signed in through Passport with my username and password, and what do you know? It works! Then I open up my email program and tried to send and receive mail. In order to do this, one must have the correct username and password. Once again, it worked. I signed off my school connection, checked all my MSN settings and tried connecting to MSN again. My attempt was futile. I received the same error message as before. Since I checked everything on my side, I figured it was an MSN problem and decided to give it a few hours. In the meantime, I went and ate dinner with a couple of friends.

A few hours later...
I tried connecting to MSN and once again: authentication failed. I found the tech support number and decided to give them another chance at regaining themselves. Luckily I wasn't on hold for too long before someone came on the line. I told the guy what type of computer I had, what my problem was and how I was able to sign on to Passport and check my email. He said he was going to check on something and to please wait while he places me on hold for about two to three minutes. When he came back, he asked me to get a piece of paper and pen ready--oh great, he's actually going to tell me how to solve my problem! "Ma'am? You're going to have to call Apple's tech support. They will be able to help you with your MSN problem. Here is their number...ready?"

*@$)(%##!%^&*!!!!

::::::Regaining my composure:::::::
I call Apple and I don't think the guy even gave me the right extension. I couldn't find any corresponding numbers to press for my problem so I hung up.

I sign on with my school account, turn on my AIM, and see my friend, Dan, online--who happens to be a tech support person for Earthlink. I explain to him my problem, and right away he goes into what I call "problem solving mode"--something I do when I encounter a problem with my computer or anything else for that matter.

Dan asks me to check my modem settings, TCP/IP settings, and then tells me to try the following: go to modem preferences, trash preferences, empty bin, restart computer, and rebuild desktop. Although none of his approaches solved my problem, he was still way more helpful than the guy at MSN. Dan also said he was positive there was nothing wrong with my computer or my connection--and that whatever it was, it was MSN's fault. I believe him... because the next day, I was able to connect to MSN without a hitch--like nothing had ever happened.

It is no wonder why MSN is one of the lowest ranked ISP's and Earthlink is one of the highest! One more problem with MSN and my next Epinions review will be about another Internet Service Provider. Until then, for those of you considering MSN as your ISP, run away...run FAR away!!




Recommended: No

Amount Paid (US$): 21.95