I've experienced the same - helping a friend set up wireless internet for her laptop during her stay in hospital, she just couldn't get it to work. I couldn't get it to work. Assuming myself competent (being an engineer and all) I automatically assumed there was a fault with the hardware. Nevertheless, I called tech support, went through the run-around for about half an hour, before I got frustrated, hung up and tried again. This time, I mentioned the magical "L" word early on, and all of a sudden, the techie could help me. What a surprise!