The customer calls in because her internet is not working. I can see with our software that the modem is working and ask the customer if she has a router and she says yes. I asked her what brand the router is and she says Webstar. I let her know that this is not the router but the modem. The router would be hooked up to this. I had her follow the Ethernet cable and she finds a Linksys router. To solve the problem I asked her to unplug the power cord from the Linksys, wait 15 seconds and plug it back in. It takes her awhile and she says it is unplugged, waits about 15 seconds and plugs it back in. I ask her what the lights are doing now on the front of the router and she answers, “The cable light is flashing and PC light is flashing.” There is no cable light on the router, so I check the system and sure enough I cannot see the modem any longer. Apparently she some how went back to thinking the modem was the router even after we already established that the Webstar is the modem and the Linksys is the router. Can you say idiot brain dead moron.
