It sounds to me that Novus is in fact blocking specific ports and that the tech-rep obviously doesn't know what he is talking about. If in fact this tech-rep does know gamers to whom have connected to EA, and not Nintendo's servers, then the administrators of the network could have blocked the required ports for your local "node". Exact details would require examining the network diagram that would detail exactly how Novus's network is configured to be able to locate which piece of hardware along your network lines is filtering it, which most technical support of any kind don't want to actually perform actual "work" therefore are quick to attempt to avoid it.
There is no other logical explanation however, as somewhere along your network tree there is something blocking this specific port. This may not be filtered by there primary servers and in which could prove to be a royal pain to get them to search it out and correct it.
A couple questions however, are you using a fibre optic network card? Or are you still connecting it via copper eithernet? Typical "fibre optic" setups usually use this sort of (exensive) cable to power there sub-nets and backbone, and is RARELY offered directly for public connect due to it's high price tag. If you are using copper from the wall to your computer, and it is still using traditional style of networking, then your connection will run through one or more router/switches before it even reaches Novus's internet backbone. It's very likely that for some odd reason one of these routers/switches is filtering out your desired port, even if Novus's backbone is not.