How do I get a technician that understands a connected z wave device is?

I was an ADT customer that migrated over to Telus.  I have been having issues with the Z wave switches not communicating properly recently.  I have been on hold multiple times with technical help.  They don't seem to understand that it is an electrical switch on the wall even though I have shown them via video what we are discussing.  The rep keeps asking me to go outside and unplug my smart bulbs and try plugging them back in.  I have used the wizard in the alarm.com app to try connecting but it doesn't connect and then the app tells me to call technical help