> "Is your computer connected directly to the modem?" > Yes, sure, whatever. Of course it's actually not > because I know my router isn't the problem.

> "Is your computer connected directly to the modem?" > Yes, sure, whatever. Of course it's actually not > because I know my router isn't the problem. Be careful with this one. I know I said to lie, but lie only if you're certain, because you've tested yourself already. These places have central ticketing systems, and if the history of your calls indicates that you're telling us you've done things and you haven't, you'll have a hell of a time getting escalated unless you do everything asked of you. Fun fact: I had plenty of calls where the router was obviously not the problem. But I had plenty where the router may have been an issue, and if you refuse so many times to remove it, we were allowed to "disconnect the call due to unproductivity" -- hang up after a short statement. Just take the extra few minutes to plug a machine straight in and check.