Try to help my friend with her DSL modem

United States
July 8, 2012 7:07pm CST
On Saturday afternoon, my friend call me for help about her DSL connection was failure, and she couldn't get any connection from her modem. She was suspect the modem was failing her. So, she called the AT&T customer service for help, and eventually she decided to get a brand new modem from AT&T. She failed to install the new modem, so she called my help. When I got her laptop and her modem equipment, I also couldn't install the modem, as we follow all the instruction, and we also connecting all the wire according to the manual instruction and drawings. The system indicated an error message there is no modem was recognized. The only problem is, as I assume, her ethernet port from her laptop is not working, otherwise, the modem is got all its green lights on, the service light; broadband light; and Ethernet light. The only exception is that the computer didn't recognized the existence of a modem. What do you think? Is that the ethernet port problem so it won't recognized it?
1 person likes this
2 responses
@lynboobsy11 (11347)
• Philippines
9 Jul 12
Try to find a setting on her laptop maybe just have to turn on something like the Local area Connection. Try to go to the the device manager to see if the port of her laptop is still working or not.
@wittynet (4132)
• Philippines
9 Jul 12
I am not good in troubleshooting, but I can give you tips. It's the responsibility of AT&T to assist their customer. If your friend does not want a tech visit for I know it has a charge, you and your friend can call AT&T and ask for their assistance. There are very good tech support reps who can help both of you. If you notice that the rep doesn't know what to do, contact another rep or ask for a supervisor. They should know the problem, and they should fix it for you. I am sorry if I can't tell the real problem.