Has anybody else had cox support hang up when asking for somebody to come out to the house?

There was an internet outage yesterday, and the internet was supposed to be restored. Have almost brand new (bought in November) modem and router. Did all the troubleshooting steps. Cox chat said it was my netgear modem. Troubleshooted that with Netgear - not the problem. I phoned in because, like many people, i have to work from home right now, and absolutely need internet to do my job. The guy said that he couldn't tell what was wrong. he could send somebody out, but all they could do is make sure the internet is reaching my home, because i bought my modem elsewhere. I said that's fine, i'd like somebody come out. He started to say he wasn't sure about that and they would have to charge me if it's my equipment - i said i need it do my work, and i would love to switch providers if i could but i can't, so to please send somebody out.  He hung up on me. Is this how you run your business? I've never had a good experience with COX support, but this just takes the cake. I wasn't being rude - i was calm and measured - i know that everybody is stressed, and there are a lot of people out there with connectivity issues. I'm now on the phone again and waiting for chat to see if I can get somebody out.