changing security protocol

I can't argue with the way a user has to jump through flaming hoops blindfolded to make necessary changes. I am not trying to defend it. I am just trying to help out and share what I know. I think it is a bit absurd that they would not at least know what a security protocol is vs a security password but getting level 1 support engineers that have more knowledge is probably not so easy. If they do hire someone that has knowledge and talent it is hard to retain them in a call center as a level 1 support engineer. The turn over at that level is pretty high. Pretty much the way it is in the business of support. 

They do need to attend to the programming of the firmware/software for the gateway and improve the interface for customer satisfaction. Hands down that is a huge issue for many users.