Yes, as I keep saying, the internet is a fantastic tool that has empowered techs working in remote or "difficult" locations in ways that were unimaginable as recently as ten years ago ...
but those very same locations (and those most in need of help) are also the ones where connections (especially high-speed connections) are also a "problem", as you mention.
Sometimes people "at this end" need to be reminded of that. ASCII text file extracts from .pdf files will usually "get through", whilst the complete 128-page .pdf may never make it! Small files are preferred! Together with short, checklist types of questions and answers, in my opinion.
We need to find ways of including the excluded!
