General rule of thumb dude, dont listen to tech support - they are as useful as a chocolate fireguard...
2nd Line support are a lot better - after about 40 minutes of asking to speak to one you might manage it... then he'll send out an engineer to check your perfectly fine cabling... then they;ll report back to network team that the cache/proxy is useless and overloaded .. then maybe one day someone will fix it for you.
You need to start with the call tho
