well the problem is that most problems can be helped with first level support where the personal isn't trained for deeply technical stuff, they just need to fol

well the problem is that most problems can be helped with first level support where the personal isn't trained for deeply technical stuff, they just need to follow their checklist. most often if you are not somebody who has an easy problem your pretty much screwed. since telekoms have a very bad way of escalating stuff to their trained personal. (probably because it's not cheap).