Most tier-1 customer service people just follow their scripts, but this is tier-2 or even network technicians' level.

One NZ just wants to know if the internet is working. If so, they'll say it's the manufacturer's problem. However, I'd advise people to call their ISP and let them know there's a routing issue and that the ISPs need to try telling their upstream to sort it.

Pointing to the Whirlpool forum post with the Superloop might be handy. Also, request that they traceroute to the Materia DC's IP (153.254.80.103) so they can see the route problem.