Support staff are going to ask you to fill out one of those forms with extra data such as the one here:

Quote Originally Posted by Foxclon View Post
Template:

Details:
Steps:
1.
2.
3.
<*Add more steps if necessary.>
Date & Time:
Frequency:
Platform:
PC Manufacturer & Model Number:
OS:
Graphics Card:
ISP:
Type of Internet Connection:
But as a quick fix, if you can log into a different computer with the character you might be able to move your character somewhere so you can log in on your normal setup. This doesn't always work, but it occasionally can help.