Road Runner Tech Support: Truth IS Stranger than Fiction...

The following is a transcript of my chat with a Road Runner Tech Support. I was trying to get my parents set up to use the Road Runner dial up support while they were away from their home cable setup....

Isaac S:    Hello! Thank you for choosing Road Runner Internet technical Chat. My name is Isaac S. How may I assist you?
Fred:    Hi Isaac, I need to confirm my dial in settings.
Isaac S:    I will definitely guide you in the right direction to get this issue resolved. Feel free to ask questions along the way.

Before we begin, please provide the following three pieces of information for security check ...

Isaac S:    I understand you want to know your Dial in settings. Is that correct?
Fred:    Well, I've tried them, but they don't work
Fred:    The modem dials in and connects but we get dumped by the server
Fred:    I want to confirm that the account I should enter should be [...]
Isaac S:    Yes.
Isaac S:    Let us first verify the email address and password.
Isaac S:    Login to your email account in Web Mail using this link http://webmail.ne.rr.com
Fred:    Okay, doing that now.
Fred:    Logged in just fine
Fred:    FYI, my parents are in Long Island, NY, I am in South Carolina, trying to help them get on the internet with their Mac Laptop
Isaac S:    That means the username and password is correct.
Isaac S:    Did you register for Dial Account on Road Runner?
Fred:    Yes, two days ago.
Fred:    I'm trying to get them in using the OS X software, which should work.
Fred:    They can't download the RR dialer now because they don't have internet.
Isaac S:    Fred, they need to download and install Dial access and then will be able to access the internet.
Fred:    Should not be necessary. Did a Google. The OS X software can do it.
Fred:    It's only PPP, after all. (I'm a techie)
Isaac S:    I am sorry as the Dial Access can only work with its login as it has internet settings to dial to the Road Runner network.
Fred:    Not true. http://woodruffrc.com/road-runner-dial-access-fix.html
Fred:    The problem is that my parents are not technical enough to follow those directions
Isaac S:    Fred, the link you have provided is not Road Runner FAQ's link.
Isaac S:    Fred, Road Runner requires the Dial Access software to dial in.
Isaac S:    I suggest you tell your parents to download and install it first.
Fred:    Isaac, they don't have internet connection and you don't have the training to help me. Good day.