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I know how your friend feels,I had to call them for my mom.she has DSL and it was very slow and then i noticed it said it was looking for a proxy server.
So i called them knowing it was something in the setting for the internet.couldn't understand the person and had to get them to repeat everything and in the end of the conversation they told me the computer had to be taken to a repair shop to get the pc fixed.
I knew it was in the setting for their DSL as i had the same problem but could remember how to fix it.needless to say i had to figure it out myself has they were no help at all.couldn't speak very good english and knew nothing about computers at all.i can deal with the poor english but they should be able to do their job or get somebody who can when requested to do so.
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