sound like my sister and mom, they have absolutly no clue what they are doing. the one thing that i hate about tech support is that they always think that you are an average computer using, meaning that you are very stupid. i like to tell them if i ever need help, that i have already done this and that, but they insist on walking me through it, which never works. such as problems with when we first got dsl, and it wouldnt work sometimes so that guy was like, restart your comp, restart the router, unplug everything and plug back in, unplug all the phones in the house. i obviously know that these will not help and all and they didnt, the problem was that we were too far away from the dsl base and were getting a bad signal! i also love the tech support guy who has no clue what he is talking about b/c i am too smart for him.