You say you have 2 computers at home, both of which can access the internet? How are they hooked up? Is there a router involved, or do you have internet connection sharing enabled?
What were you doing with the computer when the problem first appeared?
What operating systems are they using? Win XP or something different? What browser are you using?
What tests did the tech. support guy have you run? Do you see a lot of packet loss when pinging to en external site? Did he have you run a tracert at all?
Basically, I need a whole lot more information… there are many possibilities here; could be a bad modem, could be bad cabling, could be the router (if there is one) needs to be reset, could be the NIC driver has gotten corrupted and needs to be reinstalled, a Winsock problem? Possible I guess, but usually that will cause the computer to not be able to pull an IP address externally and will give you an APIPA address (169.x.x.x).
What I’m afraid of is that the technician will show up tomorrow, hook a laptop up to the modem, find that it works just spiffy and say “good luck!” on his way out the door. I’ve seen this happen many times (I do tech. support for a cable ISP).
[**As a side note, yeah some tech. support people work off a script, but not all. I can’t speak to your DSL company, but in the outfit I work for it works like this:
-you have problems, you call tech. support and talk to a tier 1 tech. he/she pulls up the modem in a diagnostic tool. If the modem looks good, off you go! Tranferred to tier 2. If the modem does not look good, some more troubleshooting follows… all basic stuff, no script involved. After this, if the modem still looks bad, a truckoll is scheduled.
-if you get transferred to tier 2 (the National helpdesk) because the modem looks good, they will run through some troubleshooting with the computer itself. Here is where you have techs that work from a script. They can’t fix it? Off you go to tier 3!
-at tier 3 (that’s me!), I will review what has been done previously (hoping they took good notes for me), and troubleshoot further. My job at tier 3 is to investigate the odd kind of issues, catch problems that tier 1 and 2 should have caught but didn’t, or either schedule a truckroll or refer you to the proper people once I have figured out what the problem is.
This system is unwieldy and a hassle, but usually works well. The company I work for does not want to roll a truck without need… both because it costs an average of $85 per appointment, and the fact that if the problem is NOT with our equipment we have wasted your time, the field tech’s time, money, and after all that, you are still left without your internet connection. And now you, the customer, are pissed and more likely than not blame us for your pissed-offedness.**]