I tried to tell support that on my internet provider a few weeks ago that they had a DNS issue and that it worked fine if I used a VPN. Then he told me to factory reset my router which I told him no because that wasn’t the problem and he basically refused to help anymore so I hung up on him.
The first level peeps on the phone have no idea what they are doing. And even if they did, they are forced to follow a script line for line on what needs to be done by them and you before they are allowed to push you off to the next level of support. Unless you explicitly ask, at least.
I tried to tell support that on my internet provider a few weeks ago that they had a DNS issue and that it worked fine if I used a VPN. Then he told me to factory reset my router which I told him no because that wasn’t the problem and he basically refused to help anymore so I hung up on him.
The first level peeps on the phone have no idea what they are doing. And even if they did, they are forced to follow a script line for line on what needs to be done by them and you before they are allowed to push you off to the next level of support. Unless you explicitly ask, at least.