Yes, someone is having you on. The wireless local area network has nothing at all to do with the internet connection or with internet service providers. It just happens to be the case that you have a single box device that is doing several jobs, including connecting you to the internet and creating a wireless local-area network. The ISP cannot be bothered with giving out help concerning equipment that they did not supply. Luckily the good folks of Kitz are here to help.