Not sure if this is quite in the spirit of the article as it doesn't really concern remote users, although I did have to support users while I was working at home, through a 56k dial up connection. In 2004.
The hospital where I was on the Servicedesk had a high proportion of Nigerian and Filipino nurses. They might have been great nurses but they sure weren't IT literate. I think we take it for granted that people in this country will have grown up with them. Not so in developing countries.
Anyway - one evening I take a call. They can't log on. So I reset their password. They still can't log on. Their PC wasn't accepting remote viewing so I reset the password again. "Now you are putting in jsmith as a username aren't you?", they assured me they were. Still no joy. I again checked that he was sure he knew what his username was and he was using that. Oh yes, he knew that and he was using it like he always did.
It was the end of my shift so I said I would go around to the ward and see what was going on. This was totally outside my remit as we had desktop guys for that. So I go around there and he was using john.smith as a username. D'oh!
The name has been changed to protect the guilty.