said by Nitra:
There's also another group out there that will refuse to deal with tier 1 and will do anything not to speak to them, even though tier 1 is the best person to solve their issues.
nothing against Tier 1 support. Just that sometimes (in general sense - not TSI directed), it's the same script again and again. If the customer has already gone through it, the callback to re-do the whole thing is frustrating when they just need to need to talk to Tier 2. Multiple times of "reboot your modem, plug it into another jack, etc etc." can get old really fast.
A lot of problems can be solved through tier 1.
In the case of the OP, it seems like the agent is an innocent bystander of a bigger issue that has been asked to be escalated.