Bt 105 wired Modem on AOL

[alexcraw]

I ran into a problem the other day with the above broadband modem on AOL. AOL installed OK into a brand new Compaq PC but there was no connection because of what may be a problem with the modem. When it says to plug the modem into the PC, no lights come on at the modem. Nothing.

At this point, I'd assume there is a fault with the modem. I tried all usb ports, but none do the trick. Other peripherals work fine on all USB ports and the device manager also tells me that the USB's are all good. So that again leads me to believe that there is a fault with modem.

So I tried it with a different modem, a cheap one which was lying around, called Zoom. Again there are no lights on at the modem when I plugged the usb cable in. (although there were no drivers for the zoom modem installed, I'd expect lights to appear).

Can you help with this situation?

[AnotherMuggle]

None of the lights will work unless the correct drivers are installed. Do you have the drivers for the BT modem installed?

When you connect the modem do you get any messages that new hardware has been found or anything along those lines?

[glc]

USB modems require drivers. Ethernet modems do not.

[alexcraw]

No messeges appear on the screen when the modems are connected. Both drivers were installed (not at the same time - so no compatibility issues were present) when I tried to connect the modems.

[TallTravel]

Originally Posted by alexcraw No messeges appear on the screen when the modems are connected. Both drivers were installed (not at the same time - so no compatibility issues were present) when I tried to connect the modems.

The AOL modem has an Ethernet connection too, right? Have you tried using Ethernet to connect the PC to the modem instead of the USB ports? If it is a new shipment the box will have an Ethernet cable inside it.

You tried two modems, each with their own power cable, so you know it is not a poor connection to power, right?

[AnotherMuggle]

If there is an Ethernet connection on the modem then that's certainly the best option.

If not, then I sometimes find if you go to Control Panel -> Add New Hardware it will pickup USB devices that the computer has not yet detected. If this works you probably won't even need to continue with the new hardward wizard...once the modem is detected it will install itself using the drivers that you have previously installed on the machine.

[glc]

The BT is USB-only. They do things differently in the UK, Sunset.

[alexcraw]

Remarkably, both (usb only in Scotland ;-) ) modems were broken!

All your advice was spot on, I'd have given the ethernet a go if it were an option and the add new hardware option is always worth a go if it doesn't pick it up automatically.

I advised the customer to ring AOL, cue an hour of explaining the problem to a call centre in India. They really should train the staff! Eventually, they were offered a replacement modem free of charge. The modem came in today and worked first time!

Cheers Guys.

Alex

[TallTravel]

Originally Posted by alexcraw Remarkably, both (usb only in Scotland ;-) ) modems were broken! All your advice was spot on, I'd have given the ethernet a go if it were an option and the add new hardware option is always worth a go if it doesn't pick it up automatically. I advised the customer to ring AOL, cue an hour of explaining the problem to a call centre in India. They really should train the staff! Eventually, they were offered a replacement modem free of charge. The modem came in today and worked first time! Cheers Guys. Alex

Glad to know the solution was so quick to arrive. AOL, by the way, is one of the biggest proponents in the use of Indian technical support and sales support personnel. It is not going to change much anytime soon, and the training is already rather significant. Even with that, their costs of support from India are supposedly 10% of what they would be if the staff were based in the USA. Many of the support people in India have Masters and PhD's, most are intelligent, etc, but MAN are they hard for me to understand!

I used AOL for many years, but not any more....

[glc]

Too bad AOL/UK sends out those USB-only modems - they actually send out halfway decent modems here - they are dual USB/Ethernet. I just happen to have a few kits here - don't ask - and they are either Actiontec or Creative modems.

[TallTravel]

Originally Posted by glc Too bad AOL/UK sends out those USB-only modems - they actually send out halfway decent modems here - they are dual USB/Ethernet. I just happen to have a few kits here - don't ask - and they are either Actiontec or Creative modems.

Yes, I am in the USA, and that is why I " assumed " the AOL modem had both USB and Ethernet. This ain't the first time I have been wrong, and not the last either....I was also wrong about the results of the Auburn Florida game tonight...SO wrong! lol!

At least I did not lose any money on either mistake, eh?