You should be aware that Cox tech support is actually also a sales department who have sales goals that they must meet. Therefore, their first response to any problem is going to be that it is your equipment that is at fault and you should buy an upgrade whether you need it or not.
If you don't believe me, just take a look at the tons of testimonials from Cox tech support employees about how they didn't expect to have to make sales on the job, or about the unrealistic sales goals. There's even employees saying they got in trouble for being too helpful/technical because it set unreasonable standards for other employees.
Trust me I know.. I am a QA rep for a worldwide company that works with many clients in call centers.. been there 10 years lol.. we dont have cox as a client to my knowledgebut if you ask me theres some really good reps out there.. the problem is they are rare!
They either usually have literally no idea wat theyre doing or what ur saying or how to help, try to push a different agenda such as upselling and completely ignore the issue or best one, they truely do not care at all and the whole time theyre either rude, zoned out or just try to get you off the phone without actually doing anything except waste ur time.
** when you comeacross that one rep thats amazing and resolves everything in no time and you know it will probably be the last time u talk t9 them cuzthey dont have direct numbers lol