Sounds similar to a problem I encountered with Tech Support recently. I was having issues with my own modem not restoring its connection with Cox after power glitches, requiring me to log into the Cox app and restart my modem (kind of a hassle). I chatted with Tech Support and asked if they'd changed something about their communication with my modem during reboot but nobody could answer my question. The best the Tech could do was offer to switch me to a Cox modem for around a buck a month.
After receiving the new modem, I read the instructions (2 steps) and did the install - connect the cable and power it up. That was supposed to get me up and running, but it did not. Signed into Cox chat and of course they said it needed to be registered (so much for the 2-step up and running). I gave them the serial number and MAC address, but it would still not give me internet. After a couple hours and no success (and a scheduled tech support visit the following day) I asked to be reverted back to my old modem so I could have internet for an important meeting the following morning. This took a couple of hours more and three different people from Tech Support (the original Tech, his manager and a third person). The first two would leave me hanging for 30 minutes or more until I asked for updates, and the manager switched me to the third person without any explanation, etc.
Tech Support must do a lot of multitasking because the ones I dealt with seemed to skim over a lot of what I wrote, then repeated questions for things I'd already answered. It was pretty obvious they were trying to work multiple issues at the same time (either that or they have a hard time holding a line of thought).
My dealings with onsite (home) support have been much better (we do have the free service calls coverage). Cox chat has proved to be close to useless for us. The first person you get on chat seems to only know basic info, so typically I ask for second level support to get someone more knowledgeable. The response I got was "I am Tech Support - there is no second level" - that's scary. So after wasting some more time, it's time to ask for the manager/supervisor. They may or may not have an answer for you. Could be because the the chat personnel I got was overseas (it appeared).
Installing the new modem should have been able to be handled either directly by myself (already provisioned), or, at a minimum, through a quick chat with Tech Support. Lots of issues for Cox to fix "if" they want to improve.
