Don't forget the usual caveat NOT to accept the first level 'help' on AOL in this sort of situation. Demand to be raised to at least second level support, where you will be past the 'please plug in to the master socket' etc. No 2 son had this recently, and the first level script said 'master socket' and then 'system restore' and it turned out to be a knackered BT 190 Voyager modem when he got to level 2.
