boradband issue when upgrading to XP

okay i have a question about upgrading to XP from either Win98 or WinME...

i have had customers that do the above and then when they try and create a manual connection for broadband, it does not work. i worked with customers that when they get to the window in the "create a new connection" wizard, that is titled "internet connection," the option of "connect using a broadband connection that requires a username and password (refered to as a cable or dsl connection and using PPPoE)," is grayed out...thus they are not able to use DSL that uses PPPoE and authentication and they will not be able to use the ISP's setup CD becasue of the same problem and thus cannot use their DSL...

I have heard that this grayed out problem happens when some users upgrade from 98 or ME to WinXP, and i know from my calls that its not everyone, but the only users that are affected are ones that do an upgrade not a full install of XP...so if the user does a full install of WinXP, I have not seen this happen....

I have heard that its a know issue and that there is info on the M$ website, but i am unable to find it and was wondering if anyone knew about it and could point me in the right direction so that i could point my customers in the right direction instead of having them call M$ and spending $$$...

any help would be aprreciated since no one here at work can locate the M$ article on this either...



neomatsu

 

With regards to upgrading W-9x to WXP: I clean install WXP, re-install apps, reload data.

Connecting broadband through ICS... ...read all that is below before acting as information that appears later might affect how you would use the earlier information.

1. Choice, the first: buy a cheap router that will implement PPPoE. Don't run ICS. Uninstall PPPoE on all other systems. This is by far the best choice for anybody who can open the front door without tripping through it. This will provide the following without bogging down your computers: basic firewall, NAT, port filters, PPPoE connection negotiation, multiple simultaneous connections to the internet for more than one computer, peace of mind. It simplifies multiple connections. Independent systems are not dependent on the ICS providing host running at the same time.

2. Choice, the second: Contact the ISP and find out if you can download WinPoet to use for connection without installing the ISP software. See if ICS will work with that. Ask the ISP how they recommend configuring ICS.

3. Choice, the third (recommended): Read this. Forget the quizard.

4. Choice, the fourth: Upgrading has been known to whack ICS. If you're upgrading and have previously installed ICS, un-install ICS before upgrading and re-install it after the upgrade is finished.

5. Choice, the fifth: You can't run two PPPoE programs at the same time. If something like WinPoet was previously installed and you are attempting to use this and the PPPoE capabilities in XP, this may not work. Do something appropriate like use what works.

You may find pertinent information here.

 

okay..let me explain...

Thank you for your response...but maybe I should explain something...I work for the ISP (name withheld to keep job...LOL)...therefore choice 1 really isn’t a viable option at times...try telling a customer that in addition to paying for this high speed internet connection that they will need to get a router and you should see how the call goes from there...can we say downhill...

thus for option 2, most of the people I talk to don’t have any other connection...they have cancelled there other ISP...I cant controll what the users do...I do know that if they try and use the software that we send them on the CD, that because they have done an upgrade to XP from 98 or ME they usually don’t have the WinXP CD key code to do a full install, becasue they have paid for only the upgrade and they dont want to shell out anymore $$$ to M$...working for the ISP (or should i say the outsourced helpdesk) I know that the customer can either use the CD or create the broadband connection manually in XP...the problem that occursis that if the customer has done an upgrade only and not a full install of XP then the option in the connection wizard or the CD fail to create the connection becasue the line in the internet connection wizard that they select if their ISP uses a username and password is grayed out and thus the connection is not able to be configured correctly using either the wizard or the ISP CD

choice 3 really isn’t viable for a couple of reasons, the first being most of these users have only one comp and the 2nd is that we as techs are forced to work with time constraints...you don’t want to know what they forced average handle time of a call is for us...

option 4 looks like it may be the best bet and I really don’t look forward to telling customers this but will if nothing else works..

option 5 is pretty straight forward and so no need to rehash it...

we have just heard that this problem only occurs for some users that upgrade from 98 or ME to XP and that its a know M$ issue and that M$ has a patch on the M$ website but for the life of me and others we cant find it anywhere...because if the option you need to select and that being the one that says "connect using a broadband connection that requires a username and password" is grayed out it wont work after you finish the wizard or if you try and use our (ISP) CD...

it seems that if I cant locate the info on M$ that to uninstall the broadband coonectoid and then do a reinstall of the OS...well that will bring down my "average handle time "

ty for your time and maybe this will help to clear up the 1st post....I wrote that at work and at 1230am last night and I have been known to be a little tired after 8 hours of dealing with customers that would rather have attitude than simply say that my DSL isn’t working what can we do...oh wait that would be a UTOPIAN SOCIETY...

neomatsu

 

Here is that M$ article you were looking for. But it requires a reg tweak so good luck with some of your customers.

And I can fully symphatize with the unreasonable client as well as the unreasonable AHT (average handling time) for calls. My wife works in a call center that takes Onstar calls (GPS locator wired into GM and other vehicles and the car radio equiped with a button that will call the support center).

Customer had run out of gas on the Long Island Expressway in a construction area and called in to have GM roadside assistance bring him some. When he found out that the rules New York has for that road require any service to be done by the company that has the current contract with the state, that the law requires a vehicle broken down in a construction zone be towed out of said zone before being serviced, and that both were going to cost him lots of $$, he started fussing at her. For quite a while. Because he'd run out of gas where the rules were strange.

Bottom line was her AHT on this call was way too high and she got royally chewed out for circumstances that had nothing to do with her, with Onstar, or with GM. Some days there just ain't no justice.