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I used to do phone tech support for a device that hooked up to TVs to filter out profanity.
I would give very explicit instructions on what to plug where. It was really common for me to have people unplug everything and start over because they did something wrong, and I had no way of knowing what because they were all unreliable narrators.
On a second, third, fourth attempt I'd often hear a "OH! You said to plug that into the TOP ROW! I've been plugging it in to the bottom row." Or something like that.
A call less than 30 minutes was a good call. Calls over an hour were not uncommon. If I had someone who could follow instructions, it could be as quick as a handful of minutes.