Trying to install an ISP with their disk is sometimes very difficult, I usually find it best when I am doing an installation for somebody is to call their tech support and have them walk me thru a manual install. It usually ends up working better and has less overhead on the system than the disk installation.
If it's still not working, just have someone come out. I'm guessing that you had an option to do a self-install.. perhaps to avoid a fee? (Wasn't an option in my area.) But servicing is free, and their turn around time for internet is much better than cable.
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