[Stephen]

Sounds familiar, if it is broadband support, they always get you to restart your PC. Being very technically minded i could not get my modem working last month and had tried everything I new to do, and call them, first thing I was told was to restart the PC, I tried telling the guy I have already done that a fwe times as well as rebooting the modem but he kept insisting I restart.

It can get rather frustrating when you know they are reading a script and will not deviate from it.