Customer would like her ADSL connected, her multifunction printer setup, and some basic training on using the PC, and spreadsheets in particular (given her accounting background)

To setup broadband, I do the usual: I connect directly to the modem using IE. I check the lights and the modem has an ADSL link (ie it knows it has an ADSL link to the exchange), but the username/password is invalid.

I try a few variations, but eventually decide to call telstra. They reset the password, I keep trying, but after 40 minutes, we decide to call back and ask for more help.

They try to connect using their own modem (and our new password), and it works for them. All we can think of, is that maybe there is a fault with the modem. Problem is escalated, and Telstra will get in touch within 2 days… So I leave, and promise to return to do some training after the internet connection is fixed.