That customer support explanation that DNS isn't used seems unreasonable to me. DNS is the service used to let your computer figure out that google.com is at ip address 18.104.22.168. We're using DNS when we run commands like the following, or when we type google.com in our browser's address bar.
C:\Users\jmtt>nslookup google.com Server: cdns01.comcast.net Address: 2001:558:feed::1
Non-authoritative answer: Name: google.com Addresses: 2607:f8b0:400a:808::200e 22.214.171.124
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