The problem here is that people turn into witless idiots when they get instructions about a computer. They assume that the support person is going to use jargon even if they don't. It does come back the other way sometimes - I was once talking someone through much the same thing. I asked them to turn off the PC, and they said "the button on the front of the screen?" so I thought, oh, they probably think the box underneath the desk is a "hard drive" or worse still, a "modem".
"no, the box under the desk", I said.
"oh, you mean the TCP Stack?" she replied.
Words failed me. I eventually explained and she said she'd heard a tech use that term before. She did add "well it's a sort of stack".