This is from back in 07 or 08. I am working at a Contol center where we are the middle man selling Satellite bandwidth to customers. About 60% of it was to the Cruise industry, who were competent enough to have someone on board who knew how to use the equipment, the other 35% was Yatch for rich peope, and the remaining customer base was misc.

Well one of these Misc. customer was a Captain of a Casino boat. Normally Satellite footprints are quite large, but if you are at the very edge of them it becomes harder to close the link. This guy was drifting out of his normal footprint, and needed to change footprint. Something he should not normally have to do, but for some reason they were too far out and needed to switch.

Me: "Hello, Company Name, how can I help you."

Cpt: "Yea this shit is not working again..."

Me: "Ok, let me look at it sir." (I am able to get some connectivity but its intermittent, but the modem would report their last Lat/Long and I could compare it to the coverage maps.) "Ok, sir seems like you are near the edge of XX footprint, I need you to load this option file." (A file that tells the modem and antenna where to point and what frequency to look for.)

Cpt: "Where do I find that?"

Me: "You should be able to find that in a folder on your Desktop."

Cpt: "Ok let me look."

5min later after hearing a lot of commotion.

Cpt: "Can't find it. I looked everywhere, I cleared of my desk."

Me: "No sir, it should be on your Desktop."

Cpt: "Its not, I threw everything off my desk!"

Me: Realizing the actually cleared off his desk... "Ok, sir, can you minimize your current modem status page on your computer?"

Cpt: "Ok, now what?"

Me: "Is there a folder named OPT Files?"

Cpt: "Yes."

I then gave him directions on how to load that file on to the modem, and his services were restored. What should have been a 5min call. Turned out to be 45min...