Totally agree... it's like being asked to check your "dial-up networking" settings when complaining that your router can't connect to the internet... It's like "duh! it's a router..." -- this may have improved now, seeing as many ISPs are now promoting routers rather than the old Alcatel Speedtouch "default", but it is quite galling when one has been working in IT for 20 years to be given complete and utter twaddle, normally at fairly expensive call rates, from completely untechnical "first line support"... "I know what the problem is, I've done the diagnostics..." "I'm sorry, Sir, but before I can put you through to second line support we just have to check your windows sett.." "I'm connecting through a router and it's gone down. I haven't changed anything." "I appreciate that, Sir, but we have to rule out.." "I'm using Windows and Linux and neither will.." "Sir, let's check your windows settings..." "But the windows is connecting via. RJ45 and I can see the router so I know..." "Click 'Control Panel'" ARRRGHH! Sean