Same. My housemates called the ISP for support once when they couldn't wait literally 15 minutes for me to check out why their Internet was down (router just needed a restart) and the first thing out of the ISP dudes mouth was "with the way your network is configured I can't see anything on your side" (which yeah, that's the fucking point) he was in the middle of walking them through resetting the ISP router back to defaults when I arrived and put a stop to it. Why the fact that he was able to connect to their endpoint wasn't sufficient to indicate to them that the Internet connection was not the issue I do not know.