Even when I originate a call to DirecTV to the regular number, I'm not always sure who I'm taking to knows anything about the # of boxes, model #s, or programming package I have.
How times do you have to repeat information to them? And despite notating the account, when you're transferred, you start over from square one with what ever you've called about. I don't know how much information is displayed on their computer screens at one time, but I would say not too much. I don't know if they have to scroll or punch up new pages all the time, but it takes a while for them to confirm things that I might think would be on their screen all the time. I never blame the CSRs, it seems the software on their computers is very limited in what it can do at one time and how fast it can do it.
I have jokingly advised the CSRs to look for a little hatch on the lower right corner of their computers, open it, and hold down the red reset button for 10 seconds many, many times. If they are really having major trouble, I advise them to unplug their work station from the electrical outlet, wait 10 seconds, and then plug it in again.
We all have to seek the humor in these challenges, otherwise it would be too much to deal with.