Nope. Blame the company.
Call Zen or one or two other ISPs as an end-user and you'll get through to in-country level one support staffed by well trained individuals willing to think outside of the box.
Call any ISP that outsources their support to the Far East and you'll get through to an individual who insists on going through the script line by line and who is paid on ticket closure and penalised for escalations.
For even the most modestly technically competent amongst us, the latter is incredibly frustrating as you spend 20+ minutes of your life going through the motions for the benefit of the call centre agent.