Reader Feedback: Mobile Broadband, Part 1 Athens GA

Back in December, I reported on my experiences activating, using, and then deactivating Sprint's Mobile Broadband service. In my tests, the service itself worked flawlessly. But setting up and canceling the service would have reduced even Muhammad Ali to tears.

In that column I asked readers to share their experiences using the Sprint or another cellular wireless data network. This week and next, I'm excerpting some responses from readers. Their comments provide a glimpse into the problems you might face if you sign up for a cellular wireless network plan. But as you'll see, readers have also had positive experiences.

My comments and explanations are in italics and marked by brackets.

"The Sprint Mobile Broadband technology is incredible, but only after you find the right hardware and software setup.

"I live in the country and had Direcway [a satellite Internet service, now HughesNet] for 4 years or so. We switched to Sprint's wireless data network and the Sierra Wireless AirCard 595U USB modem. I spent several weeks trying to make this work. I gave Sprint the modem back and purchased a Linksys WRT54G3G-ST wireless router [current online prices: $202 and up] with a PC Card slot for the Novatel Merlin S720 modem [$99 with a two-year contract]. [The Linksys router makes it possible to share a Sprint Mobile Broadband Internet connection among multiple computers.] My family and I share this connection with five home computers. We normally get 1.1 to 1.3 megabits per second. Streaming video, music, and so forth is very fast. It's always on, and we love it.

"The bad news: Sprint has terrible, ill-equipped customer service. Even the local Sprint store(s) don't understand their product. They seem to be prepared to manage cell phones but not the Mobile Broadband service. Every time I contacted them...I was transferred three to four times before someone could help me. I would wait for 30 minutes or more to talk to someone.

"Overall I would give Sprint customer service a C- or D+, though once I got to the right person, they worked really hard to make right. Sprint's broadband technology would get an A- or B+.

"I hope they get the support figured out. They have a "winning horse" with their Mobile Broadband service.
--Daniel Pilarski, Rockford, Michigan

"I took the leap and got a Sprint broadband card for my laptop. I have been a happy camper ever since. I didn't have the problems you mentioned in the start-up phase, but I purchased my card from a third-party source who walked me through the fairly simple process over the phone.

"I recently switched my cell phone service from T-Mobile to Sprint because of a better plan and I have to say, Sprint did a really nice job, customer service-wise. A customer service rep even called me to see how things were going several days after I began using Sprint. She was amazingly helpful and polite. Without question, their broadband service is just what I had in mind."
--Ed Cadena, San Diego