The reason IT support people are so bitter is that YOU (I mean YOU) cannot rationally describe the problem:
You: The Internet is down
IT: How do you know the Internet is down?
You: I can't get email.
IT: Is it possible that the email servers are down and the Internet is working just fine? Can you visit Twitter on your browser?
You: Yes, I can visit the twitter website.
IT: Is there any reason other than email to believe the Internet is down?
You: The last time I couldn't get email it was because the Internet was down.
The fact that IT doesn't call you a blithering idiot on every support call demonstrates saintly restraint, even if a little bit of their frustration leaks through.
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