Large service providers hate you. Not just you; they hate all humans, especially those that they have to pay or those that cost them money.

They want you to pay them money and leave them alone. They literally don’t want to talk to you; the cost of the CS rep means that a call from you likely offsets most of all of what you pay them in a month.

The last thing they are going to do is hire more expensive people who can do more than just read a script “did you unplug it and plug it back in?”

Besides, they have very sensitive algorithms that don’t let things get bad enough that they risk losing customers. The algorithms understand their monopoly in your area (granted by the local government that you can vote out), and so “bad enough” is pretty bad compared to a place with real competition.

It sucks, but there it is.

Btw I had a similar situation with an ISP once; I literally sent them a traceroute showing a routing loop in their infra; they just don’t know how to deal with that kind of thing.

I'm with you. They should all be prosecuted the hell out of