As a customer and as an IT manager... I confirm 90% of help desk people do not know anything. And they are often openly hostile as you calling telling them the problem. Go figure. They also have strong instructions not to escalate the problem because there are to many morons out there. So the better strategy is to go through the motions, and describe quite well the symptoms, even exaggerating them if need be. If that solves the problem, it is easier. If you cannot solve the problem this way, an email describing everything in detail would be the next step. As for the ISP making/forcing you to use their own equipment to monitor, well install a bridge on front of it, and use your own. As an example at home I am using bridging home and providing my own setup. Last time I had problems with the cable line, I measured the signal, and knowing it was already out of working spec, I called them and told them the symptoms I knew they would be there. I knew I would have a lot of problems explaining why I knew the signals were out of sync, and furthermore explaining how I was supposed to measure them if the equipment is protected. At the end of the day they just called me in a couple of hours to mention the problem was further up in the distribution side, and they would fix it up without coming to my home.