[janipewter]

You were lucky to even get through to second line. Last time my UBR broke, I phoned them and asked to speak to second line support, the guy asked why so I told him there was a problem with my UBR and he was like "how do you know sir?" and I told him that I couldn't get on the Internet and one of my friends on the same UBR was having the same problem, yet someone I know on another one was having no trouble. Needless to say he didn't believe me (probably didn't understand) and decided to go through the whole "do you have spyware or virii, can you restart the modem, can you restart your pc, can you plug the modem straight into your pc, can you ping so and so, can you do this blah blah" so I did. Eventually when he couldn't remotely connect to my modem to see if there was anything wrong with it he believed me, and I finally got through to second line. Spoke to the guy for 5 minutes, he obviously knew his stuff because he understood what I was saying and put in a support ticket straight away. 2 hours later Internet was back online.