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First check what COM port the modem is installed on. This can be checked by going to Control Panel -> Modems. Click on Diagnostics and see what COM port the modem is installed on. Highlight that port and select "More Info." If there are no ports listed then send the user to the computer manufacturer to get their ports reinstalled.
If you get an address and a UART but no Ati responses, then there is either no modem on that COM port or it is not properly installed. If you get no address and no UART but you do get Ati responses then it is a WinModem, test it using Hyperterminal. If it works in Hyperterminal but not using DUN then reinstall the drivers (be careful, Winmodems often have several disks supplied by the manufacturer and/or have complicated installation procedures. If you are not comfortable with reinstalling a modem get the user's computer manufacturer to do it.)
Try using Hyperterminal to connect to all your COM ports one by one and see is there a modem installed on any of them by typing AT and seeing do you get an OK repsonse.
If you get a modem response on a COM port, then try reinstalling the modem onto that COM port. If this has no effect refer the user to their computer manufacturer.
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