Problem finding user id and password

My niece's machine - generic ordered online.

Started a couple of days ago. Trying to open either IE or FF browsers were a very faint image - unable to access anything online. Thought of restoring an image using the Macrium boot disk, but the "boot" image on the screen lacked all restore information.
She called Verizon tech support and he told her the modem (FIOS is unavailabe) was bad and sent a router. I connected it, but got the same results.
Finally, I decided to try reinstalling Win7 - did not see the install disk . Disconnected the original C: drive and jumped another in its place - the disk began loading and all looked good until I to the page that asked for user name and password. She had misplaced the original info.
Calling verizon I got a "tech support", after having an hour trying to understand him and try his efforts to get the machine setup, I gave up.
My question; are ISPs required to give one his/her user id and password when requested? If not, the only alternative is to change ISPs.

I assume this PC works fine, other than that you can't get online with it?

Re Verizon support: you say "I gave up".

Why?

Was there a language barrier and you literally could not understand him due to his lack of English language skills?

Was he possibly competent in English, but could not explain how to pour water out of a boot?

Was he possibly competent in English and gave possibly accurate information, but you couldn't follow it for some reason? If so, what was that reason?

Or did he appear to be unwilling to provide instructions as if he feared you were unauthorized and trying to break into someone else's account?

Is your only problem the lack of user ID and password? That is, if you had them, would you know how to resolve your problem?

Is Verizon the only game in town?

More info needed.

Where during a Clean Reinstall Windows 7 does it ask for password? Did you correctly boot the disk, select Custom install, delete all partitions to get it cleanest, then create New? None of those steps ever sees the request for a password. It sounds like instead you tried booting into the install. That's not how an install is done. Boot the installation disk. If you need to rescue files use Copy & Paste - in Windows Recovery Console.

If you discover after reading Clean Reinstall Windows 7 that you need to get into the install to back up other important information then try Safe Mode but don't start the installation from there. That's going to create a bigger mess. You need to delete all partitions on the disk to either create or format New or just click Next and the installer will do it for you.

If problems arise then Troubleshoot Windows 7 Installation Failures - Windows 7 Help Forums which overcomes all installation failures.

No, the computer was not working other than opening the desktop with its icons.
As for the language barrier, possibly, I'm to blame as to not being able to clearly understand him.
I attempted a clean install of Win7 to a clean HDD. I would get as far as the page that asked for the user id and password. That we did not have available - when entering a name and p/w a message would pop up saying I was not connected to the internet (I'm paraphrasing here).

You don't need a password to install Windows. You can establish passwords if you want, but it's not required. I don't use one.

Verizon is possibly the last place on earth I would ask for assistance on installing Windows.

Please make this clear:

Does your problem concern WINDOWS passwords?

Or VERIZON passwords?

You can certainly re-install Windows without passwords.

But you will need passwords for Verizon.

It's not clear what you can or can't do and what you want to do from here on.

I don't understand this statement: "the computer was not working other than opening the desktop with its icons".

Do you mean that you can't do something unrelated to Verizon, such as looking at a picture of your cat or composing a spaghetti sauce recipe? I'm not sure if you have a good Windows install or not.

I came to the conclusion that there was more problems on the m/b, items that I do not have readily available in an attempt to make the repairs. Decided to order a new machine. Thanks for you help.