Yes, some are well trained and knowledgable but from what we've seen here and at other tech forums for years is that many if not most are not very well trained at all. Modem's have been being provisioned by phone from the very beginning. It is not the use of the phone method that is a problem, it is the person behind the phone who needs to enter the complete and accurate data in to the database of their provisioning system that can be.
This, and in an effort to reduce their phone support costs is why the came out with their automated self provisioning modem registration page (the Walled Garden).
Phone reps are NOT techs.
. That's always good 