I remember one time I'd gotten the connection established and they said "now what?", and I said "You've connected to the Internet" and they said "so what do I do now?" They'd gone out and bought the internet package because it was the thing to do, but had no idea what to do with it. I ended up showing them how to go to Google which had only just been released that month.
And I definitely relate to being adverse to hearing a ringing phone
I can’t imagine any old person calling tech support now and getting that kind of help. But think about how many people got their very first exposure to the internet just before you hung up the phone. Crazy.
In theory, one of the selling points was that as standards changed, you would just upgrade your drivers/software and not buy a new modem. That probably made a lot of sense if you bought a USR Winmodem, but those $20 unbranded models were lucky to ever see an update. If you were lucky, you had a reference model and could use the OEM drivers which did occasionally get updated. But by the time these things came about, V.90/V.92 existed, and dialup standards were kind of frozen in that 56k-if-you-were-lucky state. There wasn't anything to upgrade to - you got DSL if you wanted more bandwidth over POTS lines, or you went to cable.
Also I could be completely full of shit on the above. These are memories from 16-18 year old me.
It was a no-name 486 DX2 66MHz from "Consumer's Distributing" (defunct soviet-style Canadian retailer), and a cheap model at that. 8250 was probably a cost-cutting measure they felt like they could get away with.
Most people probably bought internal modems so these UART issues wouldn't pop up. But we had bad experiences with IRQ conflicts locking up the mouse on a previous computer. Not an issue with Lynx/Pine/etc, but we wanted GUI and Netscape, so we were trying to avoid that. Unsure if our go-external plan made sense or not (does an internal hardware modem run its own UART or communicate over ISA to the board's serial port?).
It was a lot of calls, so I dutifully reinstalled the drivers and tried a lot of dialer strings.
Internal hardware modems had their own UART. A lot of them had DIP switches or jumpers where you'd set the IRQ and COM port. You needed to set them to a free IRQ/COM pair.
This will take you back in time: https://support.usr.com/support/5685/5685-files/spvc336.pdf
Finally found the person that figured it out. Computer only had an 8250 UART for the serial port. $35 ISA serial port card with 16550A UART solved it!
All these years later I really do still have anxiety when the phone rings, though. I have an irrational fear of picking up even when it's, like, my dad, or picking up the phone and having to call a business to ask a question or something.
Do you happen to remember what sort of system you had that still had an 8250 but extended into the >14.4kbps era? Was this just a super old machine in the mid 1990's, or something in the 486+ range and the motherboard manufacturer had a lot of late 80's chip stock?
You can boil a lot of tech changes down to either A: Let's take this problem that has been solved in hardware and move it to software! and B: Let's take this problem that has been implemented in software and bake it into hardware.
Somehow, A is always a train wreck, and B usually pushes the abstraction stack upward and moves the industry forward. Yet, we as an industry keep trying A and expecting good results.
In our case, we technically did not support your hardware - you had to show up with a working modem. But in practice, if you want to retain your customers, you need to support their hardware. At one point we used to have CDs full of known good drivers for all of the common softmodems that we'd send out if we couldn't figure out a configuration workaround. Even then, I had a handful of discussions with folks where I basically told them that their thing wasn't going to work - they either needed a different modem, of which we'd recommend a few that we knew some stores carried, or they needed to find a way to cut down their line noise. I'm one of those types that takes it a little bit personally when I spend a bunch of time on something and still can't solve it, so that always sucked. Maybe you could say that wasn't strictly the modem's fault, but even the cheapest hardware modems had better tolerance for line noise.
Getting online as easily as we do today is nothing I will ever take for granted!
Here's a fun thing to look at, https://subredditstats.com/ for any major subreddit, e.g.:
https://subredditstats.com/r/worldnews
https://subredditstats.com/r/explainlikeimfive
https://subredditstats.com/r/videos
All of the most popular subreddits show a steady decline from 2019 to present, with a sharp drop in July 2023. Once this happens to a platform, it's rare for the platform to ever get those users back at scale. It's safe money that Reddit will now be a zombie platform, a la Slashdot -- still up and running with some users, but with flat or declining activity forever.