First assure customer that will do everything I can to help resolve the issue

>>Ask the following probing questions(open ended)

>Since when, any recent changes to the system/location/CPE(Customer premises equipment)?

>When does the problem occur. All the times/all websites?

>Torrent/download clients used/not used, if yes than exit and check...

>Multiple browsers tried/not tried

>If problem is only found on one browser, clear cache/cookies....

>If problem persists on multiple browsers. Check if other systems work fine

>Wired connection tried/not tried

>If problem only occurs in wireless connection change the position of antenna/ change the channel in wireless settings(6, 11 preferred)

>Check MTU(Maximum Transmission unit-Usually default numbers 1454 / 1492 used, depends on Internet Service Provider) setting in the router/modem

>If even than problem persists tell customer to shut down the computer for today and pray for a better connection tomorrow...just kidding

>If problem persists reset the modem and check/Check for bad weather/Virus, spyware and check with another system.

>If problem still persists, suspect equipment line issue, further steps depend on the process..need for line test etc....