To disagree to some extent, as a senior IT-professional for decades who also understands that support can be difficult:
Companies upgrade their products, and sometimes need to do infrastructural/security upgrades, and that is fine. Deployment is always tricky with multiple legacy clients out there.
However, Swisscom supports a limited, testable subset. They have a responsibility to deploy responsibly and with good testing, L1 support training, etc, to ensure that running systems that they still support keep running and that support is prepared to handle basic inquiries and escalate when they don’t have the answers rather than presuming the customer is stupid, especially when the customer gives extended technical details indicating they have expertise or can tell them that they have already gone through all of the steps requested. All the support worker needed to tell me, “Ok, I don’t know how else to handle this, I will escalate it and you will hear back from someone tomorrow.”
I ended up trying to explain network address translation to support at 1:30 am because they could not get over not being able to see my box through it when the issue was the local box connecting to the local remote control, and it was VERY clear I wasn’t having network issues.
So it’s probably a good idea not to police the language of customers expressing legitimate frustration.