Why does it take an onsite technician visit to repair a problem in the network?

Under these circumstances, you might want to insist on being transferred to Tier 2 Internet Support.  Once transferred, ask for the Tech's name who answers and ascertain if he/she is, in fact, in Tier 2.  If you are denied being transferred to Tier 2, get the Tech's name and city location, then perhaps contact customer support and ask to speak with someone in "Escalations" or "Customer Loyalty".