INDIGO, the multi million pound Internet service provider (ISP) recently launched with much fanfare, is preparing a new release of its Macintosh access software because bugs in the current version have made smooth Net access difficult for many users.
Indigo has acknowledged that its Mac access software - which creates the interface between the Internet provider and the user - was released before several problems were resolved, to meet the pressures of its December launch.
In addition, high customer demand for new connections and service has meant waits for both PC and Mac assistance, for which Indigo recently apologised in newspaper advertisements.
Indigo was frank in accepting responsibility for several "huge oversights" in the software, which it attributed to time pressures, although it acknowledged that this was "no excuse". The company, which has set up a state of the art Dublin headquarters in Fitzwilliam Lane, and spent a further £500,000 vigorously advertising it, says it is moving to address the problems.
Chief executive Michael Branagan noted that the company had faced two choices over the software situation: "Are we going to turn our back and pretend it isn't happening, or address it?" In taking steps to address the problems, Indigo is preparing the new release of its Mac software, which is being tested by Apple to assure smooth functioning.
The problems are confined to the new PowerPC chip Macintoshes such as the Perform a and PowerPC lines, which use either the 7.5.1 or 7.5.2 versions of the Macintosh operating system (OS). After installing the software, users have had to make numerous phonecalls to the Indigo helpline to "tweak" their software's settings.
While it is not unusual for subscribers to need installation help from providers' helplines, Indigo's Mac users have had to alter most settings within the configuration boxes on MacTCP and MacSLIP, the applications which enable the phone link to the ISP. Fax extensions generally must be turned off too, as they seem to conflict with the current software release. The updated software should allow fax extensions to remain connected.
In addition, Mac software disks sent to Indigo subscribers are still internally labelled "beta" versions (the second stage testing version of a product). Clicking on the highlighted "Special Instructions" file opens a document which states it is a beta version and "not for general public distribution". Indigo has unequivocally stated that the current Mac software is not its beta version, however, and expressed regret that the overlooked beta indicators might have confused subscribers.
Nonetheless, some users have found recently that their Navigator software will not open, but gives a window that states "this beta version of Star Navigator has expired". Users must either reset their date control panel back by a month to get Navigator running, or alternatively access their e mail and Web connections through the "Internet applications" folder installed on the hard disk with Navigator.
Meanwhile Indigo has pinpointed the other bugs in its current software release, so callers to the helpline should be able to resolve any remaining difficulties. Due to the company's growth, Indigo is also in a general process of beefing up its staff; thus "the shortfall in Mac knowledge and personnel is being addressed."
Indigo's own success had initially slowed its ability to respond to problems. In a three month period, the provider has signed up some 5,000 users (including some from the now defunct Internet Eireann), eager to take up its one year "free service" offer or curious about its much vaunted speed of access to Internet services such as the World Wide Web.
"As much as we may dislike it there have been people within that period of growth that haven't had the service they should have," Branagan said. "Overwhelming growth is bound to produce some pressures."
Other Irish ISPs were quick to point out that any major problems should be cleared from access software before release, and minor difficulties due to variations in users' systems and applications are usually known and solvable. Systems manager Donal Harrington of Ireland On Line, Ireland's largest ISP, said, "There's no substitute in this business for experience."
Michael Mee, managing director of Internet Services Ireland, provider of HomeNet, said he felt Mac users were getting short shrift in general: "What we have noticed is other service providers have neglected Mac users a little bit." HomeNet boasts a 30 per cent Macintosh subscriber base, as opposed to the approximately 10 per cent share of most providers. Before its own company launch last September, HomeNet worked with Apple to fine tune its Mac access software.
A random survey of Macintosh computer retailers revealed that their customers report varied experiences with ISPs, with all coming in for both criticism and praise.
. Phone companies BT (formerly British Telecom) and AT&T are both moving into Internet services. "BT Internet" will be aimed at home and small business users, while last week AT&T began offering local dial up access to the Internet in the US, jump starting the new service with a free one year limited trial for residential customers.