Lady with an attitude ends the call crying

Sorry if for formatting sucks, on mobile blah blah blah this is just a rant.

I’m low level tech support for a pay tv company, and the receiver this customer has connects to the internet so you can get certain apps like Netflix. This customer was having issues with Netflix, and had been speaking to an agent before and the call dropped. She starts off the call pretty hostile and tells me she DOES NOT WANT TO GO THROUGH ALL OF THIS AGAIN. Last agent didn’t have time to leave detailed notes so I have no clue what’s going on, tell her I’m sorry but I’m dealing with this blind so we have to check for some things.

After I finally talk her into troubleshooting it turns out the receiver is connected to the router but not internet. Oh wow we check the router and it’s having issues. Oh and wouldn’t you know it, no other device can use internet even though it says they’re connected to her router. I tell her I’m sorry but she has to contact her ISP, we can’t troubleshoot Netflix until the internet is working. She says the last agent messed up her internet, which just isn’t possible, and keeps arguing with me for ten more minutes. Whole time she’s just super hostile while doing the stereotypical, “I’m sorry I’m being hateful, it’s not your fault, etc” but still just being hostile. I keep apologizing, she starts fucking crying and instead of hanging up she puts her phone down and I just hear her having a fucking breakdown in the background.

I just don’t understand why people get this fucking upset OVER TV. I also keep getting hostile people telling me, “PEOPLE ARE DYING AND I CAN’T WATCH TV!!” Like yeah Karen, people are fucking dying and you’re screaming at me because you can’t watch HBO do you not hear yourself. I felt bad for the lady, I was trying to help her but your internet issues are not your tv issues.