Technical support can't supply technical support

A month ago I phoned and spoke to a consultant to help me access my router online and access my DNS settings. I tried accessing it the same way today but the options changed so I phoned technical support again. Kobus Britz answered, had no idea what I was talking about, I had to repeat everything 5 times. I then told HIM how accessing the DNS was done before but he kept saying the person that helped me must have been more technically advanced. I asked him to transfer me to someone more technically advanced then if he didn't know how to help me. He put me on hold for 5 minutes, came back to me and said he can't tell me how to change the DNS because I will just mess everything up. I rep**** and said I changed it previously, he must just tell me how to access it now, I know what I'm doing. He said he doesn't know how and it is not their job to help me with this, they must just assist with connectivity and emails. I asked him if my service provider, who provider the router is not responsible to assist me with this router, then who's responsibility is it. He did not have an answer. How can technical support not supply technical support? I have been paying for a 10Meg line, only 8Meg sup