Why won't my printer-print from the internet?

I can copy & print, I can scan to the PC an then print.but I can't print an existing word doc. from my desk top or off the internet.
I have already spent 2 & 1/2hrs on the phone with a windows tech, (in India) but ran out of time. They are supposed to call tomorrow. I have reloaded printer set up-cd, enabled add-ons, restarted & restarted the cmp. But still no luck... Please help?