Something definitely changed around COVID time, they stopped providing the info to set up your own kit freely, they wouldn't put you in touch with L3+ tech anymore and you couldn't connect your own kit without cloning IDs.

I had an issue one time, around 2020 and I couldn't fit the life of me get past a zero-knowledge L1.

Back in 2017-18 when I joined they put me in touch with one of their network engineers who helped me configure my EdgeRouter.