I work in phone support for a different ISP but I'll tell you that for every person that ACTUALLY has powercycled the equipment, bypassed 3rd party devices, etc. there are 5 that skipped some of the most basic steps and just lie. Whenever someone calls in and lists their references at the start of the call ("I work with all this for a living, I'm an admin for 500 computers and the network that connects them all, blah blah) the calls are more difficult than the people that call in that know nothing and will just do what I ask them to do. After an hour of fighting with a person and them claiming that they've checked the cables 10 different times, they'll finally ACTUALLY take a look at it and see that when they painted the room they forgot to plug the cord back in.
There's no way for me to know if you're the first type of person or the second type, so I HAVE to get you to redo some steps sometimes. If it didn't happen on the phone with me, then I'm going to assume that it didn't happen, even if I believe you.
As for asking to reboot the computer when the modem sync light is showing disconnected, that's silly and anyone following any kind of tech support tree would be starting with the modem itself. Always start outside and work your way in.