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Can't find any firmware - just an updated driver at Creative's modem subsidiary site. Have you tried that? What are the settings on the com port the modem is connected to? They should be 115200, 8, none, 1, hardware.
If you can tell us what is going on - and please be detailed and specific - we might have some ideas for you to try. Run the modem diags and paste the ATI responses in here - what was your indicated connect speed prior to the "upgrade" - what is it now when you CAN connect? Has the tech had you put anything in "extra settings" and if so, what, and what were the results?
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