What response have you gotten? What are they having you do? What solutions did they offer?
If they’re just having you start with troubleshooting, that’s completely normal. They’re running through their checklist to make sure that they know the real cause of the issue so they fix it the right way. Keep working with them, answer their questions, and they will get things taken care of.
If they offered you a solution that you don’t think is right, say so in the ticket! Ask them to escalate it for review, and they’ll have someone else take a look.