Comment Data dump (Score 1) 479
Honestly, the best way to go about it is to do a data dump: Explain in detail to the 1st level support what you've done already, and what the symptoms are. They'll either understand and do what needs to be done (pass you along, send you a new modem, send out a new tech) or not understand and try to stick to their script. If you throw in "I have already power-cycled" several times, they'll usually catch on. When I worked in level 1 support for many years, I was more impressed by someone telling me detailed information rather than trying to get to a higher level support or throwing around titles. (When Mr. I-am-an-MCSE had no idea what an IP address was, I lost all respect for titles)