"I'm a Network Engineer"
I'm thinking oh great... either he's going to tell me EXACTLY what's wrong with the service or he's going to be a fucking dumbass who thinks he's the king of the IT world. He was the dumbass.
It starts with me finding out he isn't having problems with his connection. His connection is working absolutely fine. It's only when he has his router connected that he's unable to surf. We didn't supply your router, we don't support routers. Call your router manufacturer or check your settings. Have a nice day.
He didn't like that answer too much. Apparently since he works for Cisco he has enough knowledge to know it's not his configuration. Of course, it was "working yesterday" so it couldn't possibly be damaged in any way. It has to be our servers rejecting him. He started spewing a bunch of shit trying to prove how much knowledge he has... "Blah, blah, blah. I'm running a WAN, that's WIDE AREA NETWORK! Blah, blah, blah.. I have a NAT, that's NETWORK ADDRESS TRANSLATION! Blah, blah, blah..."
He left my phone but had to tell me first that he was going to download a packet sniffer to prove me wrong... that his router just didn't "stop working".
Personally, I don't give a shit if he's to blame or he proves me wrong... we don't support your shitty Netgear router anyway.