Well, if they don't use scripts, they do have a standard set of replies. Perhaps you friends live higher up the food chain than some of the tech support people I've come across.
<snip>
[SJ] - My 1Mb connection still feels like a 600k. If downloaded files from Microsoft and the Beeb and I'm getting 72k (Bytes) top.
[TECH] - Try this file from
www.bbc.co.uk.
[SJ] - Yes, I'm getting 98k, 85k, 80k, 70k Okay stable at about 70k.
[TECH] - Yes that's right. It started at 98k though.
[SJ] - No, it always over estimates the speed. On large files, it eventually settles to the right speed (which is 70k, and should be more like 120k).
[TECH] - Hang on, no 72k. That's 1Mb.
[SJ] - No, 72k Bytes multiplied by 8 (8 bits per byte) is 576k bits ( a 600k approx connection). THis is the same on every site I've tried for the past fortnight.
[TECH] - Yes but some sites will not give to speed.
[SJ] - I know that but Microsoft and the BBC normally do, dont they?
[TECH] - Er. yes. Well, I'll have to log your problem, and get an engineer out to you.
<snip>
Does the above sound like a well-informed tech support agent? I don't think so. *edit* talking about the former tech agent, not the latter who did seem to know his onions!