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General discussion

Crippled DSL Connection on Vista Machine

Jan 14, 2008 1:06AM PST

Purchased an Alienware computer running Vista about 4 months ago and set up my Verizon DSL on it. Was working perfectly fine for 4 months and the other night it became effectively unusable. When logging on to the connection, it hangs on "registering your computer on the internet" after that it theoretically "connects," but the speed is so cripplingly slow it is basically nonexistent, (i.e. it attempts to load the default homepage but the green bar at the bottom basically stops and the page never loads fully although it keeps trying.)

I checked the modem and connection by reconnecting the ethernet cable to an old XP machine and the connnection works fine. I am not using a router and only have the modem connected to a single machine.

After 12+ hours on the phone with Verizon and Alienware, I am no closer to a resolution. Based on their advice and assuming the system had been irrevocably corrupted somehow, I did a complete recovery of the system. However, when I reestablished the connection, I had the same problem.

Since Norton Internet Security 2007 is no longer installed on the system post-recovery (and I was using the same version on the XP) I don't believe this is the problem. Ping tests result in normal speeds and Verizon shows that I am receiving normal speed.

I am no tech expert. But after spending most of the weekend on the phone with Verizon "Premium" Technical Support and Alienware, I am at wits end.

I have ordered a newer version of the modem used by Verizon, but I do not have a lot of confidence that this will resolve the problem.

Does anyone know what may be causing this or how I should pursue diagnosing or resolving this issue? Can provide more detail if necessary. Any input at all appreciated.

Discussion is locked

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Sorry but isn't this an Alienware issue?
Jan 14, 2008 2:33AM PST

That machine is well within it's warranty period. Ask them to fix or replace.

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They claim its not ....
Jan 14, 2008 2:52AM PST

I have spent many hours with alienware as well and they are currently claiming that it is not a hardware issue, but a modem or verizon issue. Verizon of course claims that it must be a software or hardware issue Therefore, as of right now i am SoL. That is why I have ordered the new modem, so I can rule that out before attempting to escalate.

Given the complete recovery, I find it hard to believe that it is a software issue. I also find it hard to believe that this is a hardware issue unless something catastrophic happened to that one component of the motherboard within 4 months. I strongly suspect this has something to do with verizon and the way they handle PPPOE and/or their network/modem is communicating with my computer.

However, if you have any ideas how I can convince alienware that it is their problem and get then to come out and analyze this situation, I would be happy to hear them.

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"Given the complete recovery," and that XP works.
Jan 14, 2008 3:30AM PST

Sorry, you've convinced me. It's a warranty issue with Alienware.

As to PPPoE, that's done either with software Verizon's CD or if you have the newer wifi router they hand out is a NON-ISSUE since your XP machine would not perform.

I read your post again but can't find which modem they gave you.

Bob

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Modems
Jan 14, 2008 3:54AM PST

The modem that I have currently is an ancient Westell Wirespeed 2100, do not currently use a router. The one they are sending is a Westell 6100.

I appreciate the input and am also coming to the opinion that it must be a warranty issue. If so, is it simply the ethernet component of the motherboard that has gone bad and I need a new motherboard or could be it some other hardware issue?

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The 2100 has a nat/router in it.
Jan 14, 2008 3:58AM PST
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. If so, is it simply the ethernet component of the motherbo
Jan 14, 2008 4:01AM PST

"If so, is it simply the ethernet component of the motherboard that has gone bad and I need a new motherboard or could be it some other hardware issue?"

I can't guess on that one. It could be as simple as Alienware's install of the OS missed a motherboard driver (as opposed to the ethernet driver) to a failure. Since most boards don't have an ethernet "card" they have to replace the mainboard.

For me I have spare ethernet cards so I can disable the onboard and try a card.

Bob

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Motherboard Driver
Jan 14, 2008 4:07AM PST

Thanks for the input once again, but I don't think it could have been the missed install of a motherboard driver as the connection was working fine for almost 4 months prior to the breakdown and the attempted recovery.

Anyways, its still under onsite warranty, so I'm just going to do my best to bludgeon them until they agree to send somebody out. I'm sure they will make me work for it.

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Problem Resolved
Jan 17, 2008 1:58AM PST

Just FYI. The problem has apparently been resolved. Afer installing the new Westell 6100 modem Verizon sent me and removing the vault guard on its internal firmware (2100 model had no internal software) the connection seems to work fine and is operating at normal speeds.

I am not sure how this really makes any sense given the fact that the original modem worked fine with the XP computer but did not work at all with the Vista (after having worked fine for 4+ months). However, it most defintely resolved the problem. As such, this was not a warranty issue and likely not software related either (despite the likely misguided and uneccesary recovery of the Alienware system)