a customer contact on wednesday: the customer had been using our internet connection for a while. at first, at 10Mb, and now at 4Mb. but, he'd been trying to watch videos online, and got the error message saying "you need Media Player 10 to watch this". from which he concluded that he has to upgrade his speed back to 10Mb. the numbers match so this must be it! well okay...i can see things could be confusing like that, if you're new to the internet and all that. but what was amazing is that he had trouble believing me when i said 'this is not an internet speed problem, this is a computer problem' (simplified, it is). i tried to say that Media Player is a program, like outlook express and internet explorer (hoping he'd recognize what i mean) but i don't think my message went through. because at the end of the call he finished by saying he'll look into it with a friend but will call back [about the upgrade] if all else fails. fuck, i should've just upgraded the fuckin connection...