why does every DSL call sound like this? am i asking wrong?

[hashacr]

user: Hi, I am having trouble getting a web page with my DSL
James: Ok, which DSL modem do you have?
user: What do you mean? I have Earthlink
James: No, what DSL modem do you have?
user: I don't know.
James: If you look at the modem, it will say what brand it is.
user: Oh uh, hold on. Its a *******

Comments

[katism]

lol..

[haize]

They really are that dumb :( For 4 years I looked for another explanation but there isn't one. They don't understand it and they don't want to, they just want it to work. End of story. Its tech supports job to fix it, thats what they pay us for (as far as their concerned).

"NID? I don't want to go test at my NID, you send somebody out here and do it for me!" .. sad thing is, they do it, too...