The 3web connection software is installed, but the Internet is not working.
Ask the customer to try connecting to the internet is they can do so while on the line with you (unlikely.) Take note of any error message that comes up when the do this. The connection software can be launched either by clicking the 3web icon on the Desktop, or by going to Start, All Programs, 3web, 3web.
If the customer is not able to dial while you have them on the line, ask them to go to Start, All Programs, 3web, 3web Setup. This will run the connection configuration page.
Select "I already have an account….", "Dial-up or High Speed Dial-up", have them enter their AK (verify with them to make sure they have the proper one.) After the setup is complete, have them connect to their internet, after hanging up with you if need be.
