Dealing with customer service is like calling directly into a locked ward at the State Nut Barn. Only a lot less productive.
The Magic Elf Box that provides VoIP and Internet to my office is deader than Dick Cheney's conscience. The power light is off. I took it to a neighboring office, which has the same service, and plugged it into their power supply. The Elf Box was still in
Dead Parrot mode.
I called tech support. After getting around the automated troubleshooter, I told the person on the other end of the line what the problem was. That worthy being still had to run through a series of checks... line was OK, I'd paid my bill, etc., etc. I gave up and just let the person run through the checklist, for I realized that screaming "the power light is not on, the Elf Box is dead, dead,
dead" would probably not be productive.
They're sending a tech, which got me the obligatory lecture on "if the problem is the line in your building, there will be a charge". Big whoop, because the Elf Box couldn't be much deader if John Wilkes Booth had shot it.
I don't think it much matters who you call, dealing with "customer service" always seems to be an exercise in frustration. This modern age has its suck factors, and customer service is one of them.