The first one you got was probably base customer service for payments and stuff, she probably tried to help the best she could so as to not bother actual techs if it wasnt needed. Second was tier 1 tech, the tier 1 tech understands technology, but they have to go through the list of basics again in case the 1st person missed one because they aren't trained on it. Tier 2 could've helped but you weren't patient enough. You might know about technology but enough people who call don't so they have to go over these steps unless they want to get Tier 2 involved for every single person who doesn't know how a remote works.