after waiting a long time on hold a tech support guy came on and we did a few tests to see why my computer did not connect to the extender. I was told he needed to take remote control and see what the problem was. After a quick look he said my computer was corrupted and needed to be fixed. After talking to his supervisior he said he could fix it for a fee of $110. I asked why I couldn't take it to a repair shop and was assured that wouldnt help. Funny I was connected to a modem while I was talking to him. When I said I needed to think, he hung up. Go figure. A different tech helped me connect and everything is working now. Just be aware that there are people like this everywhere even though the second tech swore they never charge for service.