The ISP for which I supported DSL and fiber service sent, by default, a modem/router/4-port switch combo device to every new customer and had been doing so for quite a while. There was also a time when they were using a single-port modem/router, meaning although they didn't know it, customers could slap a switch behind it and hook up multiple devices. Much money was wasted on routers by such customers.
That said, we provided what we called "soft support" and had guides for the most common Linksys models of the day. For other brands it was at the discretion of the agent, but at a minimum we could tell the caller "yeah, set it up for PPPoE and use the username/password for your main account." or "Set it for Automatic or DHCP and you're good." and also put their modem in bridge mode if necessary. Sure, this made Netgear and D-Link owners a bit unhappy, but hey it's better than nothing.
IMO, that's the way it should be with an ISP. Getting the third-party router to talk to the internet falls within the scope of ISP tech support. Setting up a wireless network (on a third party router), or modifying any settings other than those needed for WAN connectivity, not so much.
That said, we provided what we called "soft support" and had guides for the most common Linksys models of the day. For other brands it was at the discretion of the agent, but at a minimum we could tell the caller "yeah, set it up for PPPoE and use the username/password for your main account." or "Set it for Automatic or DHCP and you're good." and also put their modem in bridge mode if necessary. Sure, this made Netgear and D-Link owners a bit unhappy, but hey it's better than nothing.
IMO, that's the way it should be with an ISP. Getting the third-party router to talk to the internet falls within the scope of ISP tech support. Setting up a wireless network (on a third party router), or modifying any settings other than those needed for WAN connectivity, not so much.
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