I learned really quickly that' 'ground' meant something else to city electric crew when discussing my new service. You know the old earth ground vs grounded conductor thing.
I’m not surprised a phone tech not understanding the nec if that’s what you’re talking about, many electricians and engineers especially if not power engineers or lay persons are in the same boat. It was only after years of experience in the power engineering field and attending numerous nec seminars and workshops I finally got a grasp on the basics, but now that I’m long retired from power engineering I’m wayyy behind but try to help the best I can. Even for engineers it’s hard to comprehend because any paragraph references back to others and they in turn do the same it’s hard to follow grrrrrr. Grounding and Bonding atent the same and when and where to ground or bond takes up an entire sectio in the code and it’s hard to follow even for engineers and electricians grrrrr
Best wishes take care be safe. As I always say where fire and life safety are at stake consider at least consulting with trained competent professionsl engineers and electricians versus say you tube or Billy Bob or bubba or some forum, me certainly included as I’m long retired.
PS. Grounded may mean two different things. In my day we called it earthing or earth grounded when we. Spoke of tor example driving a rod into Mother Earth. (Earthing) that can be called grounding as when the hv primary and lv secondary neutrals are earth grounded, then there’s the whole thing called ground or grounding when appliances are attached to the third safety wire the EGC
John T