Abstract: The disclosure is directed to a method of providing computer assisted user support to a computer user. The method includes collecting customer identification information for a user of a computer assisted user support tool. The method further includes collecting trouble report information in response to use of the computer assisted user support tool. The trouble report information is associated with a particular class of reportable trouble items. In addition, the method includes comparing the customer identification information and the trouble report information to a data log of a customer support call center.

Abstract: A method for troubleshooting broadband connections, e.g., a digital subscriber line (DSL) connections, includes detecting a problem with the broadband connection at an end device. Then, a determination is made as to whether the problem can be resolved at the end device. After determining that the end device cannot resolve the problem, a request is sent to a data network connection device connected remotely to the end device to attempt to determine the cause of the problem. In particular embodiment, the problem at the end device can be resolved based on information obtained by the data network connection device. Further, the problem at the end device can be resolved based on information obtained by the end device.