My narrative obviously reveals that I am not into technical jargon nor are my skills with computers as advanced as what a younger generation would consider common knowledge. I apologize for the confusion and perhaps it may explain my needs for good customer service. When I mentioned DSL line I was referring to the type of cord used to connect computers to DSL or high speed internet connections. It would be Ethernet because a coaxial from my understanding is the alternate option for basic cable when RCA or HDMI isn't used. I was requested to purchase all the items mentioned to test their equipment (my view). They told me that I needed to go through a detailed troubleshooting sequence to assure that my equipment was working correctly (cables, wireless devices, personal computer), even though their data was showing that the router was pinged and no response was returning. <--I'm not sure if that is the correct wording but its the best I recall. I travel for work and may be home once or twice a month, so I was told that the problem could not be identified without me at home to troubleshoot the equipment. My wife is often home, but is less computer savvy than I am and does not possess the patience to hold a modest composure while going through the lengthy troubleshooting process. Customer service personnel on more than one occasion basically told me that my wife was ignorant because she didn't know the terminology commonly used for wireless internet (router, modem, etc.), learning this terminology is not our priority, that's what we expect our service providers to know when we accept the terms of payment on the contract. We just wanted the issue resolved.
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