Just an update.... after being on hold for an hour, I got a lady, Tiara, who put me BACK in queue. 45 MORE minutes on hold and this time I got Zane, who was NOT willing to help me troubleshoot this problem, saying that he had no training (on TCP-IP). I asked Zane again, "I've got this computer that doesn't connect to the internet. Can't you help me?"
So there you go folks, Phone support, doesn't. Unbelievably poor support STRUCTURE. 