Field Tech for T3 timeouts?

I've work in networking for 11 years, doing everything for working the Tier 3 help desk at Time Warner, to supporting network and internet services for fortune 500s.  Currently I am a lead at TP-Link.  In my years I have never had a field tech know how to fix a T3 timeout.  But guess what that is what Cox is saying that I need to do.  More than likely it will be a contractor who gets paid per job and has no clue as to what he is doing.  This is a ridiculous waste of time.  I called back and spoke to Tier 2, who said that they didn't see any errors on their end, although Tier 1 did.  They said that Tier 1 didn't know how to read the system.  Told me that a field tech as to come out before Maintenance can be sent to the node.  I offered to send the logs of my modem but was told they can't take them.  I swear if this tech tried to say it's my equipment I am going to go through the roof.  Their is no way my modem or router for that matter are causing a service level issue.