exactly, they are so stupid that they cant think "well if it was working before and the customer is having something done to their account then the issue must be our end and not a hardware fault". I am not saying everyone should have access to 2nd line but you should be able to speak to people who can understand your problem and have good enough troubleshooting skills that they can escalate the issue to the right person and get it resolved. I can't stand time wasters. Btw, it is nice to see an admin have a moan
