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Installing Verizon DSL

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I'm trying to install Verizon DSL onto my grandparent's new Dell computer that is running windows XP. After talking to Verizon, they say that it is a problem with the PC's security settings. They are wanting to send a tech out but that means $$.

Can anyone help? I am not a computer expert! Thanks!
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security for which what? to get into the modem to set it up im assuming? because you dont even need the cd for xp, esp if you have a specific series of modem
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