Although I am never going to tell someone that contacts their internet provider for technical help when they are having troubles getting or staying connected to the internet, however I will say to think twice before simply installing whatever they tell you to. Learn more about these things by getting more information first. This is something you are doing right now, by reading this blog!
When things get very serious is when I usually get the call. It is in the "preventative maintenance" that I am trying to educate those that want to know. When I see how the internet providers are starting to help deal with spyware and spam by offering these, normally free,services I am usually all in favour of it. As is the case with the SPAM FILTERING that both the broadband (Shaw, in most cases in Canada) or ADSL which would be Telus or other telephone provider. Spam filtering on email is a must and I suggest using the "delete" from the server option as opposed to the "tag suspected spam". You can access this information by logging in to your account through the internet providers website. Note that you DO NOT have to install the "e-care" program that Telus recommends. Of course they will recommend something that allows them more access to pertinent information about your computer, usually to help learn more about where your problem may be happening. It is unfortunate however, that these "monitoring devices" end up causing more problems then they are worth. At least this would be the case with most clients that I deal with. This would be because these programs in most cases, are constantly in communication with the external server which is monitoring your computer. In the case of Shaw's "secure" package, (read more about this in a previous blog here), don't always believe you are more "secure" and in most cases you are worse off. Think about this.. When they say you must remove the antivirus program from your computer (because it will interfere with the monitoring of their equipment and could quite possibly be blocked due to the antivirus program believing there is a "worm" or "trojan horse" virus installed on your computer). This is because the monitoring software acts like a trojan horse, sending specific information, such as your current ip address, how long you have been connected, the ports that are in use, etc.......
I am constantly referring to the "KISS" rule of "keep it simple stupid" since this usually ends up becoming the means of diagnosing a problem. You quite often have to go back to the beginning and start from one end of the problem to find out where the problem starts. When you are dealing with not being able to get connected, this is where the internet provider would utilize this software to see if they can "see" their modem at your end of the computer. This is the first thing they will encounter, however if you have installed the "ecare" software for example, they can then read other information on your computer, such as the ip address settings and even your files that are being shared on the network. This is something that you are basically allowing when you install this software, therefore think about this before you simply install it. I always highly suggest contacting your local computer guru that helps you with the routine maintenance and upkeep of your computer. As always, this is something that I hope I am doing by providing you with TIPS and SOFTWARE/SUPPORT, not to mention the remote services I offer by becoming a TPS Client. Contact me if you have any questions. You can always ask through AllExperts.com here.
