I am the person that will be helping you today.
Are you given any sort of message or error message when you attempt to set this up? Please, give me those messages so that I can better understand the problem and thus, be able to help better.
I will be standing by.
Thank you for the update the culprit in this case can be one of many.
May I start a remote screen sharing session with you so that I can better help you resolve this problem?
When the remote begins, a chat window will appear that we can use to communicate with each other.
Okay. After you accept the service for Remote Tech Support, the remote link will be posted here. I will start getting that ready for you now.
The extra charge is for the remote service. It costs more because it requires more of my time.
We can still do this without the remote, if you wish. It will just take a bit longer.