LAN (Local Area Network) is a computer network limited to the immediate area, usually the same building or floor of a building. Usually, you will have a local IP associated with that network and a WAN IP as your external IP that everyone else on the internet sees you as. If support is asking for your IP, then means your WAN IP. You can find this IP by going to http://google.com typing in IP in the search box, and pressing the Enter Key.