What Software Should ISPs Distribute and Support?

BroadbandBradley asks: "Many ISPs give their customers a software package to install with their service like a branded browser/email package. Some also include network diagnostics tools, even remote connection VNC packages for technical reps to do remote support. The ISP will then tell customer that they'll only get help if they're using that package. What features are good or bad, and what should or shouldn't be included on the client side? My question to Slashdot readers is, what software and services should ISPs distribute and support?"

Comments

Software?

[Mike Schiraldi]

Hmm, i bet all i have to do is say, "Linux and Mozilla" and people will mod this up.

VNC ?

[Schmendrick]

What's the use of VNC if you're unable to get connected !

Ha ! A can opener in a can !

Re:Software

[PeterClark]

Ah, Windows. That reminds me of the following call between a customer (running Linux) and some telephone monkey. The problem was that the dial-up connection was problamatic. Sometimes the customer would dial-in and connect, but after that, nothing. All packets just disappeared into the bit bucket. The only solution was to hang up and dial again, which usually solved the problem. After explaining this, the following discussion ensued:

Monkey: Very well sir, what version of Internet Explorer are you running?

Customer: I'm not using IE, I'm using Mozilla.

Monkey: Mozilla? (pause) Well, in any case, open up IE.

Customer: I don't have IE installed. I'm running Linux.

Monkey: I'm sorry, sir, we only support Windows.

Customer: I just want to know what if the problem is with my modem or with your server, that's all. It shouldn't matter what OS I'm using.

Monkey: I'm sorry, sir, but you'll have to be running Windows in order for us to determine that.

Customer: (Decides that lying would be easier) Ok, let me switch to my other computer. It's running WindowsMe. (pauses for a few seconds, loads Mozilla, then: ) Ok, I'm at my other computer. And I have IE open.

Monkey: Very good sir. Now, do you have a second line that you can use?

Customer: (lies again) Yes. Should I connect now?

Monkey: Yes.

Customer: Ok, I'm connected, but I can't load any web sites.

Monkey: Try... (gives ISP's web page)

Customer: Nope, that didn't work. Nothing is showing up, and the little network icon in the toolbar doesn't show any activity, either.
Monkey: Sounds like a problem with IE. Try rebooting and then see if that doesn't fix the problem.

Customer: But it's not just IE! It doesn't work on my Linux computer, either!

Monkey: Maybe you need to reboot Linux, too, sir.

Any resemblence to any person, living or dead, is strictly coincidental, due to the high numbers of incompetent telephone monkeys in the world.

:Peter

Re:Software

[cpeterso]

Did you try rebooting Linux? I have Linux 7.2 and this usually works for me.

What should be on the ISP CD?

[gafferted]

As already discussed to death, everyone already has everything that they need to connect and use the net.

So the ISP CD should be have content, not applications.

Help your customers. Fill it with porn.

Re:Software

[linzeal]

Yeah everyone here uses linux 8.x.