Transfer of service

I recently moved and I called Cox and had a very lengthy discussion where the man specifically told me to take my modem and all equipment to my new place. Now that I am here they are telling me I should have left it and that I should have equipment already at my new residence. This is a complete screw up on Cox I now have to go several days unable to do work or use any of my services that I'm already paying for because of this. Very unhappy Cox customer