Finally got an in person phone technician out who could call his support number and get the phone company to fix things on their end where I told them the problem was 3 over the phone support techs prior (I mean, I get why they can't just believe everybody who thinks they know what they're talking about). Also, there's now one fewer piece of telecom gear in the chain so that's a win. Don't know why they set it up the way they did last time they changed the hardware.