Ooogh, always hated that
Although usually because, when I worked in a call center, we had that as part of the script (i.e. first power-cycle the "BHR", then factory reset it with the "pen in the hole" method if the first trick didn't work).
Of course, our "script" usually included other things, such as:
-- verifying it was a fault of the router/servers, as opposed to the device. Too many times, customers would call saying "My Internet is down", when they really meant, "My wireless laptop won't connect to the Internet, but I never bothered to check my hardwired desktop and/or my other wireless devices before calling to make sure it was a problem with the Internet service instead of just my laptop."
-- Before any troubleshooting, we'd ask about the lights on the router... & ask in such a way that we could confirm they were using the ISP-provided router. If they were using a router we didn't provide, we told them to either reconnect our router, or contact the manufacturer of the other router, because we didn't support it. Granted, this didn't happen too often, as the company-provided router was usually MoCA-enabled (i.e. the Internet/WAN connection was via coaxial cable, not CAT5/6 Ethernet), since they usually provided bundled Internet/Cable TV service to the customers. But there were the odd handful of customers with Ethernet WAN connections (usually at the customer request)... & a lot of them had their "preferred" routers.
-- Before troubleshooting the router, we required that customers first hardwire the device (or any other device) to see if it was just a wireless/device issue, or if the Internet was truly down. If the other device worked, or their laptop worked when hardwired, we didn't touch the router settings.
-- Also, before factory reseting the router, we'd walk them through logging into the router from the PC. If the PC could see the router, then (usually) it wasn't a router issue -- might still be at their house (i.e. bad cabling) or on our network (issues in the local PON or other "last mile" issues, area server outage, etc.), but again wouldn't need to mess with the BHR.
Working with a "script" can get the job done... as long as you realize it's more of a flowchart than a true script -- or better yet, like those old "Choose Your Own Adventure" books, where you made a choice at the bottom of page 5 and, depending on which decision you made you'd either keep going to page 6 or skip ahead to page 10; you can't just read it in sequential page order from cover to cover, you have to follow the logic flow through the book.
