Keeping to the script

Had to buy a new router yesterday, owing to its predecessor packing up without warning. The replacement, a Netgear     AC1600, ticked all the techie boxes, including streaming and gaming. But it resolutely refused to accept my ISP's login settings, so I called Netgear technical support.
After several minutes listening to loud muzak, a female operative answered the phone and proceeded to take my details. After a short while, I was asked if I would like to join Netgear's mailing list (hint to Netgear marketing: technical support calls might not be the most fruitful source of future sales, if the caller can't get their present purchase to work).
I was then taken through an obviously scripted sequence. When this didn't resolve the issue, we went through it twice more. An hour and a half later, the operator admitted defeat and we ended the call with her telling me to contact my ISP and ask them to 'reset the Internet connection and refresh my username and password'. The ISP's tech support dept took some getting through to ('unexpectedly high call volumes'). But eventually a guy traced the problem and the router connected. At this point, I asked about resetting the Internet, only to be told that this was impossible (the request actually reminded me of the IT Crowd episode where Jen 'breaks' the entire Internet by dropping the box that Chris and Moss have told her contains the world wide web as a joke).
The router works, but Netgear tech support didn't help bring this about, and the scripted approach prevented the problem being identified sooner.