Inexperienced Call Centre support

My dstv wifi connection stopped yesterday out of the blue. There were no power failures. I first tried about 6pm to phone but held on for about 20 minutes. I tried again after 7pm and got through to Godfrey. I went through the process of disconnecting and reconnecting manually a few times but to no avail. After about 40 minutes he then suggests that I format the explora hard drive. I refused, but he insisted that this is the only solution. I refused again and suggested that he does some research and phone me back. He said no cannot phone me back because they don't phone clients back. I eventually said goodbye then waited for him to forward me to rate the service. He kept holding on so I then asked him to forward me and then he did. Obviously I didn't give a good rating. Then I decided to disconnect the wifi router and reconnect and the connection was successful. Why couldn't Godfrey get me to do this instead. If I had followed his advice, I would have lost over 60% of recorded programs which I will never get back. Multichoice really needs to train their support staff properly and advise them not to make silly decisions and rather phone clients back with a solution instead.