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| This is a "tame" version of my original crusade against 3Com. They say time heals all wounds, but I'm still unhappy with the roadblock that 3Com put in my way back in September of 2000... My ISP uses PPPoA and only offers 3Com modems and routers. I've learned that the 3Com Dual Link is incompatible with other networking equipment because it uses a non-standard protocol (PPPoE:3com). After describing the problem to my ISP's technical support desk, they recommended that I purchase the $399 812 router/hub instead of the $199 modem. Well, I wasn't about to pay twice for the same capability. You see, I'd already purchased a Netgear RT314 router for $150. The Internet and networking became a huge industry due in part to plug and play standards. Most businesses and consumers have come to expect plug&play, and if it doesn't work, that the vendor will fix it. My web based support requests were either ignored or misinterpreted. Then I paid for the privilege of speaking with 3Com customer support and was told in no uncertain terms to get happy because they won't even consider my request to fix the problem. I've personally never experienced such anti-consumer behavior from an equipment vendor. Maybe I'm spoiled by Dell's professionalism. Regardless, I refuse to buy anymore 3Com products until they resolve this issue. Compared to the responsiveness of Zyxel/Netgear, you'll understand why I use such strong words. They fixed 3Com's problem after I submitted one simple web-based support request. It is particularly aggravating, and bordering on deceptive advertising, when the datasheet for the 3Com Dual Link proclaims compatibility with standard protocols such as PPPoE and PPPoA! A careful reveals that PPPoE is only claimed for the WAN port of the modem (you have to carefully search for that little nugget of information). I've since learned that Alcatel's Speed Touch Home ADSL modem supports PPPoA and uses a standard protocol (PPTP) to connect the modem to a router/PC via Ethernet. This protocol is supported by many routers and Windows. And the Alcatel was one of the first PPPoA modems in the market, so there is no excuse for 3Com to introduce a NON-STANDARD protocol. PPPoA modems from vendors such as Cisco and PairGain take another approach. They terminate the PPP session, and connect to the PC via standard Ethernet (just like that router you want to install). No compatibility issues with these modems. UPDATE 02/15/2001 - I received calls from a 3Com escalation engineer and a customer service representative. They both apologized for all the time I wasted and listened to my request for a firmware upgrade. The escalation engineer stated he will explain my problem and request to product engineering. He made no promises, backpedaled a bit, and left me feeling that engineering will ignore my request without providing a reasonable explanation. Not exactly pro-consumer, but at least someone is listening. |
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