"why is my internet not working #1"

me: customer service, jen speaking
C: hello, can you tell me why the fuck is my internet not working AGAIN?
me: well, let's see, can you give me your customer number?
C: umm, no i don't have it [gives other personal ID info]
me: [finds account] okay, well... your modem seems to be working, it's replying to me straight away. can you tell me which lights are on in the modem?
C: what??!!
me: [slowly] can you tell me which lights are on in the modem?
C: umm...just one light
me: okay and which one might that be? what does it read beside it?
C: err...i dunno...'stand-by'
me: okay, so it says stand-by.... you're modem is in stand-by mode...
C: yea?
me: yea. there is a button on top of the modem... press it to turn the modem back on.
C: okay... yea alright so all of the lights are on now.
me: yes, you just put it back on. you had put it in stand-by mode from the button.
C: oh....umh...err...kids u know....thanks bye