You mean you don't just tell them to turn it off and on again? 😄

Agree with @steevc that was definitely more help than they deserved. The cheek some people have! I feel very sorry for anyone who works in support roles, I couldn't do it. I'm usually a very patient person but I have 0 patience for lazy and cheeky idiots and 9 out of 10 calls seem to involve those types of people (Carl worked in support on and off for a while, it made for some interesting "how was your day" conversations!).