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Twice now I have written letters and phoned directly to the CEO of a company (HP and Chase Credit Cards). Both times I had my issue resolved in under 20 minutes after speaking with a secretary to the CEO.
The problem you are facing is a result of the people you are talking to on the phone having no sense of empowerment. They are not trying to rip you off. They are making $6/hour and unless they get commission they don't stand to gain anything from you. It's not very likely that the ISP has issued a rule that they can't change anything; they just have no clue what button to press or what box to check in order to meet your needs or they are uncertain if they are "allowed" to.
Find out who the CEO is and send a letter; or if you can get a direct number call them.
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