I have never understood why people call them selves a “tech” when calling Tech Support but moments later they are unsure what your talking about.. Example: Customer calls in with their “Tech” and are having issues getting online, when I asked the “tech” if the phone cable is plugged into the wall the answer I get is, “Well, there isn’t a plug on the wall big enough for the cable” !!!!!? Turns out he was attempting to plug the Ethernet (Cat-5) into a phone jack (RJ-11), which will never ever work.. Upon further investigation he hadn’t even checked to see if the phone cable was plugged in.