Ron Schenone

AT&T DSL CD Doesn't Work

Posted by on Aug 13, 2007 | 15 Comments

My brother-in-law and sister-in-law moved into their new home this past week, and since I am the computer guru of the family, it was my job to setup their DSL service which was provided by AT&T. The equipment sent by AT&T was your standard kit with a 2 Wire router, filters and all necessary cabling. I have setup many systems in the past and felt secure in knowing this one should pose no problems. WRONG!

Hardware was no problem. It was the CD that AT&T provided in the kit that was the stumbling block in the puzzle. Like the previous SBC CD, it provided a visual aid of how to connect the hardware. Continuing through the steps we selected account information, including user name and password and so forth. After completing everything which concluded with contacting the servers at AT&T, we got the dreaded ‘unable to contact the servers, please try again’, message. Trying again was useless. Same message. My sister-in-law mentioned that she had received a call from AT&T stating the service wouldn’t be activated until 8:00pm, so I figured that was the problem and would return the following morning.

The next day I tried the CD again. This time after a required reboot, the install jumped from step #2 to step #6 stating it was finished. A second attempt resulted in the same thing so I called AT&T tech. support. I was immediately connected to a English speaking person who told me the CD’s never work right, and he was able to get me connected to the Internet in about 10 minutes. I thanked him for his professional assistance and assumed all was well. Nope. Couldn’t get email.

Hello AT&T again. The tech. guy was able to setup an account and email flowed as it should. I will have to admit that both calls to AT&T were answered immediately with no wait time on both calls. The second tech. also confirmed they do not bother with the CD since it doesn’t work correctly.

OK. Then why include the CD if it doesn’t work properly??? That is the question.

What has been your experience setting up a DSL account through AT&T or other provider?

Comments welcome.

[tags]dsl, at&t, connection, cd, email, [/tags]

  • marc klink

    With Verizon, the CD works correctly, but puts defaults where I don’t want them. So I don’t use it.

    I usually ask people that I am working for what they want set up and then do everything manually, because although the disc works, it can be done faster if I do it myself.

    It seems strange now – when I first got DSL, about 8 years ago, Verizon actually sent out someone to set up the accounts. I told the gentleman I was capable, but he said he needed to verify everything, so I just watched and we chatted over some iced tea while he worked at my desk.

    I ended up learning a great deal about Verizon as a company, about the Central Offices, and how their speed grades were decided upon. This doesn’t happen now, because of adoption rates, but it was nice to get such great service as an early adopter.

    He acknowledged that the CD was superfluous for many, but allowed the hand-holding many desire. With subsequent revisions of the disk, the more things the company wants to change, so they will be able to have the dolts at first level tech support be able to ‘help’ some of the callers.

    I would, for most people, just give instructions and leave the CD in the paper sleeve.

    BTW, I haven’t seen a Vista version of the disc – I bet the first line people are getting a lot of calls!

  • http://wp3.lockergnome.com/nexus/blade/ Ron Schenone

    Hi Marc,
    Thanks for sharing your experiences with us.
    Ron

  • Den

    Good Mornin Ron
    Looks Like a Nice Warm–Day again..! for You..

    Any way about 3 Weeks Ago I set up a ATT.. DSL..for a client…
    As I was reading the Directions…They Said…DO NOT USE CD…

    I usually don’t READ DIRECTIONS I guess it’s a man thing
    Directions are USUALY…the LAST Thing you try to get something to work Properly..
    But ATT is changing ther stuff so often I thought it might be a good idea This time……..and it Was..

    Talk To Ya Later Ron & Stay–COOL

  • http://wp3.lockergnome.com/nexus/blade/ Ron Schenone

    Hi Den,
    Thanks for the info. I guess I didn’t read the directions nor the fine print either. It is a man thing. LOL.

    Have a good one.

    Ron

  • tbsteph

    Hi Ron:

    Had the exact same experience with Bell South (Now AT&T) about a year ago. One may logically ask, if tech support knows the install CD doesn’t work, why provide same to new customers – despite the disclaimer noted earlier? To quote a famous American philosopher – Stupid is as stupid does!

  • http://wp3.lockergnome.com/nexus/blade/ Ron Schenone

    Hello tbsteph,
    Thanks for your comments and sharing your experience.
    Ron

  • Ryan

    The SBC (before they merged with AT&T) CD tried to install the Microsoft Virtual Machine for JAVA, this was last year, I looked at it and said “Are you ******* me!?”, anyway, just toss the CD in the trash, hook up the modem, and type “192.168.0.1″ or whatever the config address on the back of the modem is, and set it all up from there.

  • http://wp3.lockergnome.com/nexus/blade/ Ron Schenone

    Hi Ryan,
    Thanks for the info.
    Ron

  • http://matthewt.info Matthew

    I hate that disk. Its just easier to install the modem directly rather than jumping through all these hoops. The only problem is that you have to download their browser from their piece of krap install thing that barely works. I use Fire Fox but my parents prefer the att browser. I’m still trying to get it installed because I had to reinstall my OS. Its a shame that they don’t provide an .exe that installs the damned browser but that’d probably be too easy. Instead they make a web based install program that works only in IE(usally not even then). I think my parents are just gonna start using Fire Fox.

  • http://wp3.lockergnome.com/nexus/blade/ Ron Schenone

    Hello Matthew,
    Thanks for sharing your experince with us.
    Ron

  • Ron

    Must be having the same difficulties here. Just bought a refurnished IBM ThinkCentre running XP/SP2. Tried to load SBC/ATT DSL onto it using their CD and got the following:

    “WorkflowHarness Executable Application has encountered a
    problem and needs to close.” “PLEASE TELL MICROSOFT
    ABOUT THIS PROBLEM.”

    Anyone care to walk me thru how to do this manually?

    My DSL has been working just fine on my older Dell. Modem is Siemens Speedstream 4100.

  • http://wp3.lockergnome.com/nexus/blade/ Ron Schenone

    Hi Ron,
    I did a Google and found many with the same problem, but no solutions. :-(

    Do this. Give SBC tech. a call. They can get you up and running manually very quickly.

    Hope this helps.

  • Ryan

    I just configured my DSL modem on it’s configuration page, it’s should be 192.168.something.something (listed on the bottom of the modem), and a modem access code you’ll need.

    That CD is the biggest piece of crap, it tried to install a customized frontend to Internet Explorer called “SBC Browser” (I use Firefox), a customized Yahoo Messenger (I use Pidgin), and Microsoft JAVA Virtual Machine (discontinued, ancient, buggy, and has known security problems.

    My advice is that you need to forget that disc exists.

  • Jack Miller

    I am sitting here, waiting for tech support at AT&T for over 40 minutes! In the meantime, I am exploring the Web for a solution for my problem, …..an inability to send emails, using Microsoft Outlook 2007.

    I am disgusted with AT&T’s service.

  • http://wp3.lockergnome.com/nexus/blade/ Ron Schenone

    Hello Jack,
    If AT&T does in fact come up with a solution, let us know what it is.

    TIA, Ron