AOL is broken. Please fix it.
What makes you think AOL is broken?
I can't get my Hotmail. It keeps telling me stuff.
What, precisely, are you trying to do?
I want to get my Hotmail.
What happens when you try to get your Hotmail?
Why can't you fix my AOL?
Why are you trying to use AOL from a campus lab?
I want to read my Hotmail!
(Bewildered, and feeling that my responses are becoming increasingly ELIZA-like, I trundle over to the poor user's machine.)
Now, what's the problem?
Make AOL work so I can get my Hotmail.
But ... you're not using AOL. I'm not sure what you're talking about.
Don't you have AOL here? Everyone else is using it... (gestures around)
It is at this point that it dawns on me that the distinction between AOL and the internet has never been made in this user's mind.