Hello,
I'm a network support engineer with more than 6 years in the troubleshooting field.
I would be more than happy to help you fix your problem.
Base on the issue description you are not sure about what your service provider is saying, so the first test is to connect your laptop directly to smartjack and test if you have connection. if not the ISP is not telling the truth.
In addition, maybe there is some filtering on their side.. all should be checked to confirm where the problem is.
Best regards,
Hamid