Quote Originally Posted by RandomUsername View Post
This time I used the chat option even though I tried both chat and phone before. Was disconnected multiple times after their basic suggestions didn't work so I'd have to start all over again with a new agent. I think the APN went with the VWInternet one or something like it. My son stole it back since he's been without it for a week so I can't look at the exact one but I think that's the one it ended up using.

Relztrah, it's amazing isn't it? I assume some of them know their tech and system better than others so it's a matter of luck to get one that is familiar enough with it all to truly troubleshoot.
I think a good deal of that ability comes with experience and some that are not making the grade now may in the long run as they learn more on the job.