Hi folks

I have just been told by the Brio Support Centre in Europe that it is a
3K problem that the modems supplied with the Brio's can't be nailed down
to 19200 and thus connect to a 3K.

Before I raise hell, I thought I would seek advise from the list just to
make sure its not me being stupid.

We just purchased a new Brio Business PC Bundle, mainly so that I could
do more development and remote support from home. The bundle was
advertised as being network ready, and Internet ready with an integral
56K V90 modem.

First problem when it arrived was no network card, a quick phone call,
some mumbling about network ready meaning it was readily capable of
being networked, rather that ready to network, but was promised a
network card, which duly arrived next day.

Configured the M/C loaded my normal terminal emulator, dialled up a 3K
got a connect at 9600 from the modem, all seemed fine. Took it home for
the weekend from where I was monitoring an MPE/iX 6.0 upgrade for a
customer. But whenever I tried to connect to the remote M/C It always
connected at 22K or higher so the HP wouldn't talk to it. Nothing I
could do to the modem configuration or the TE configuration made any
difference. The other modems at home would all work fine though.

Back in the office Monday double checked all the configuration settings,
compared them to other M/C's and Modems in the office no difference.
Every other setup with a V90 would connect but not the Brio Modem.

OK so I call the Brio Support Centre, and tell them the problem. They
seem very confused that I might be using a Business Brio to connect to
an HP Server via dial-up, but listen to the problem.

They then ask if the modem will make a connection to the Internet, I say
yes, and proceed to connect, they say well if it will connect to the
Internet the modem is working fine and quote "we only guarantee that the
modem will connect to the Internet" I say where in the documentation for
the Brio does it say this, no real answer but a statement that as far as
the support centre were concerned if it will connect to the Internet it
is working O.K and if I want to do anything else with it its up to me to
resolve.

O.K says I, I don't mind configuring a modem can you tell me where the
documentation for the modem is, as there was no manual and nothing on
the CD's for it. Much mumbling and the suggestion that as I was
obviously only a user I consulted my Network Administrator who would
have the documentation. Explained that I had all the documentation, and
might after 20+ years be capable of configuring a modem if there was any
documentation.

It was then suggested that the modem was OK and that I contact the 3K
support team as it was obviously their problem that It wouldn't talk. I
declined this offer, and explained that it was virtually irrelevant that
there was a 3K server on the far side of the other modem and that it was
the HP fast modem that was not working correctly.

Back around the loop, "but it connects to the Internet it is working
correctly", "tell me where its says that", "if you want to do anything
else its up to you", "OK where is the documentation", until after an
hour and various "let me consult someone" I was told that someone would
email a website address from which I could download the documentation.

Now 4 days later I haven't heard a thing.

Have I solved the problem? yes. Yesterday I ripped out the HP Modem, put
in a US Robotics 56k V90, fired it up and was connected and working in
three mins.

Is it me folks?


Alan Yeo
[log in to unmask]    Just because you're paranoid
Phone +44 1684 291710   it doesn't mean someone isn't!.
Fax   +44 1684 291712