Back when I worked DSL support, I would turn the port on our side on and off while making you powercycle, since the CPE needed to be cycled after anyway. It fixed a lot of issues. Often, it brought the comment of "It never does it like that when I do it myself." Of course not, I just reset the line.
Powercycling equipment, especially home telecommunications equipment, is part of the troubleshooting process and the front line can't get the issue escalated, even if it's obvious that the issue is the small equipment fire.
I once had to do full troubleshooting when the guy told me that the boundary box in his neighborhood had been involved in a car crash. At the time, I had some clout, so I just sent that in as a ticket and it was worked as soon as the crash was cleared.